Application Support Specialist

APPLICATION SUPPORT SPECIALIST

Company Description

The company provides a highly configurable case management platform (myOneFlow) for various industries such as state and local government and higher education. Our platform is easily customizable and adaptable to the needs of each organization. We are partners with top industry leaders such as Atlassian, Monday.com, Microsoft, SAP, and Salesforce and have over 20 years of experience in enterprise consulting with expertise in technical advisory, configuration, data management, integrations, and product development. We prioritize not just amazing software and implementing tools but also driving our clients to utilize them to their maximum potential.

Application Support Specialist

Position Overview

We are seeking a highly motivated and customer-focused Application Support Specialist to join our team. This role is critical to ensuring customer satisfaction by effectively troubleshooting, resolving, and documenting technical issues while enhancing the overall user experience. As a Technical Support Specialist, you will collaborate with internal teams to ensure timely resolution of customer tickets, staying up to date with our software's core functionality and new features as they are released. 

The ideal candidate is a fast learner, an excellent communicator, and highly organized, with strong problem-solving skills and the ability to work across time zones to address customer needs promptly.

Key Responsibilities

• Master the Product: Be a proactive self-learner, seeking solutions independently while leveraging available resources to build expertise.
• Triage, respond to and resolve customer issues: Monitor, review, and respond to customer issues in a timely manner. Diagnose and resolve software application issues and challenges. Collaborate with implementation associates and developers to address and solve technical problems. Understand the root cause and work with implementation and development teams to prevent these from reoccurring. Respond to customers and document steps to resolve for internal purposes. Track resolution and time spent on tickets.

• Triage issues coming from phone and online Support channel : Address customer inquiries via phone and online submissions with professionalism and efficiency.
• Advanced Troubleshooting: Where an issue cannot be replicated, set up and conduct online meetings with clients to replicate, analyze, and resolve complex issues, especially when additional details or context are needed.
• Service Level Agreement (SLA) Compliance: Ensure timely resolution of customer tickets, consistently meeting or exceeding SLA targets.
• User Reference Material Documentation & Knowledge Base Contribution: Create and update technical tips, guides, process flow diagrams and documentation to provide clear, user-friendly reference materials.
• Product Workflow Optimization: Understand product workflows and propose user flow improvements to enhance the customer experience.
• System Testing: Perform functionality testing for ongoing projects and new product releases during non-peak support times.
• User Training & Guidance: Provide training and guidance to end-users when tickets are created due to lack of understanding, helping them understand the software better. Provide reference documentation and when users would benefit from full training, refer them to training from Education & Training Services group.
• Product Releases & Roadmap: Understand upcoming product enhancements and participate in suggesting product improvements. Suggest improvements to internal processes to enhance the experience for users of our product.
• Provide feedback to management on recurring issues and potential areas for process improvement.
• Company Policies: Adhere to company policies and protocols when accessing and handling client data

The key measure of success for this role is customer satisfaction in resolving issues in a timely and effective manner.

Qualifications

• Strong problem-solving skills with the ability to analyze and resolve technical issues.
• Proven ability to prioritize and manage multiple milestones and requests simultaneously while maintaining efficiency. Strong time-management skills with the ability to set and meet realistic deadlines for issue resolution.
• Excellent organizational and documentation skills, with attention to detail.
• Good interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Self-motivated, capable of working independently and managing time effectively. Receptive to constructive feedback and adept at using customer input to improve software or IT service delivery.
• Bachelor’s degree in Computer Science, Information Systems, or a related field, or an equivalent combination of education and work experience.