Application Support Specialist

Conexon is a rapidly growing company working with Rural Electric Cooperatives to provide high speed internet and phone over advanced fiber to the home (FTTH) networks nationwide.

Conexon’s mission is to provide high speed internet and phone service to Rural America. Conexon is filled with people who have a genuine goal of providing excellent service, and we are looking for people who want to join us as we continue to expand into additional states and communities across the country.

We are seeking a customer-centric professional who is passionate about delivering outstanding support and creating positive experiences for our customers. Your ability to listen, understand, and respond effectively to customer needs will be key to your success in this role.

As a member of the Information Technology Department, the Application Support Specialist is a vital part of our end-user support model by supporting users in their understanding and furthering the utilization of various software applications. This will be performed by understanding user requirements and identifying where various standardized applications could be utilized in their processes and making recommendations on best practices. You will work collaboratively with your peers to diagnose and resolve customer usage issues, contributing to shared knowledge within the team, and engaging with cross-functional teams to address complex challenges. Additional responsibilities would include working with vendor application support in understanding updates and enhancements. The Application Support Specialist will work to develop user and technical documentation and assist in evaluating new software.

DUTIES & RESPONSIBILITIES (not limited to):

• Partner with customers to gather requirements, assist in design, development, testing, and deployment of various applications to provide solutions that are innovative, comprehensive and meet their needs
• Assist users in understanding potential uses and features of standardized applications
• Work with application developers in leveraging integration opportunities
• Product Expertise: Serve as a knowledgeable resource, staying current on evolving product functionality and new releases of your primary product(s) and potential add-on products.
• Assist in technical support of existing and future applications
• Resolve and respond to support tickets related to enterprise-wide applications, plus all other applications as needed; note trends; perform troubleshooting; perform problem management, including escalating to other teams and to vendors as needed
• Assist and mentor users as needed in the use of company applications with the use of remote desktop support or user documentation
• Monitor application performance to project future growth and expansion requirements, implement corrective actions, and advise of any systems or hardware constraints
• Develop and enhance user interfaces and forms using industry standard methodologies.
• Author and maintain standard application lifecycle documentation for every solution including architectural overviews, technical specifications, system models, and workflow diagrams
• Provide regular project and status reports, identify risk and issues, perform feasibility and cost benefit analysis, create statements of work, and develop or contribute to strategy documents and roadmaps
• Plan and manage solution installations, configurations, testing, deployments and upgrades
• Develop knowledge of corporate systems and their relationship to other applications to ensure data integrity, and to avoid redundancy and duplication
• Create or work with vendors to develop data extracts, reporting, and business intelligence and analytics
• Maintain a good working knowledge of industry standard query and reporting solutions, and report writing tools to maximize the value of corporate data
• Create “how-to” and training materials, and train customers and team members
• Participate in system recovery and restoration initiatives to support backup, recovery and business continuity activities as applicable
• Work safely and in compliance with relevant statutes and regulations and within the safe work procedures and directives as established by company guidelines
• Related duties as assigned

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES):

Education:

• Bachelor's degree required, major in computer science preferred. A combination of education and prior experience will be considered in lieu of a degree.

Experience:

• Minimum of 2 years of experience managing enterprise-wide cloud-based applications

Knowledge, Skills, & Abilities:

• Must have in-depth familiarity with common software applications and related tools, particularly those considered essential or standard in that industry or organization
• Proficient knowledge of desktop operating systems and software
• Knowledge of Microsoft technologies and Amazon hosting environments
• Knowledge of Call Center and ticketing system software preferred
• Knowledge of Amazon Connect preferred

PHYSICAL / PSYCHOLOGICAL DEMANDS & WORKING CONDITIONS:

• While this is an in-office position, there is some flexibility to work remotely on occasion
• Typical office environment using a computer with multiple monitors for extended periods of time
• Majority of work is performed during regular business hours, however, some work may be required after business hours and weekends to meet operational needs
• Exertion of physical strength to lift, carry, push, pull, or otherwise move objects up to 10 pounds. Work involves sitting most of the time. Walking and standing are often necessary in carrying out job duties
• Workers are required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading
• Ability to travel between local offices as needed to meet with stakeholders
• Ability to work in a safe manner in compliance with the Occupational Health & Safety Act and policies / procedures as defined by company guidelines
• Participate in health and safety-related training
• Wear or use the required protective equipment, clothing and/or devices as needed
• Report injuries, hazards, or equipment defects