9Dot HR

  • Application Support Specialist

    Job Locations US-CA-Pasadena
    Posted Date 3 weeks ago(3 weeks ago)
    # of Openings
    1
    Category
    Information Technology
  • Overview

    General Summary:  

    As a “Application Support Specialist” you play an essential part in supporting, training, troubleshooting, consulting, and assisting clients using our software. This is a client-facing role that requires excellent written communication, phone service etiquette, and a methodical approach to troubleshooting client issues with patience and courtesy. You will be part of a small team that works with our application end users on a daily basis – over the phone, through on-line web-sessions, and possibly in person, providing expert training and high-level support to all levels of clients’ staff to ensure users can effectively use our products. Strong technical and analytical skills are a must, with a knack for diagnosing a variety of client usage issues in a timely manner, subject to Service Level Agreement (SLA) criteria. The best candidates will also be skilled at identifying usage patterns and recurring problem areas in our applications, and be able to provide recommendations to our Product team on how our products could be improved for usability.

    Responsibilities

    • Answer support desk phone calls ensuring that all calls are answered quickly in a positive, professional a friendly manner.
    • Provide the highest level of customer service at all times.
    • Handling user accounts in our Student Information System (SIS) and solving the support issues that can be done on the application level.
    • Ensure that all incoming service ticket orders are accurately triaged, diagnosed, created, resolved in a timely manner.
    • Accurately record all ticket orders and JIRA support requests, including service time commitments
    • Develop a strong partnership with Engineering staff when certain issues need to be escalated for more technical troubleshooting
    • Participate in developing and executing client-facing user training programs
    • Keep application support/usage documentation up to date
    • Work with the Client Services Lead and Implementation Manager to onboard new clients onto our software as needed
    • Participate in application Quality Assurance and User Acceptance Testing (UAT) as needed
    • Assist with client-facing requirements gathering and get clarifications as needed
    • Other duties as assigned.

        Knowledge, Skills and Abilities Required:

    • Excellent Customer Service Skills
    • Ability to communicate well with application users in a mentorship/consultative capacity; an ability to translate technical concepts or usage into a language that is easy to understand; an integral part of this role involves applying effective step-by-step training techniques when assisting users who may not be as computer/internet saavy
    • The ability to evaluate customer needs, meeting quality standards of service, and evaluation of customer satisfaction.
    • Strong data entry experience, including comfort in navigating and performing some basic application administration
    • Knowledge of modern office technology, including related software applications
    • Strong communication skills both oral and written; correct English usage, including proper grammar, punctuation, and spelling
    • Strong organizational & time management skills; this position requires a good attention to detail to the amount of time you spend servicing tickets

     

    Qualifications

        Preferred:

    • Experience working in an SLA structured customer service environment
    • Experience working with SaaS application interfaces and interfacing with back end Engineering staff

        Education and Experience:

    • College degree preferred
    • 2+ years of experience working in a technical customer service role

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