Application Support Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver frontline assistance by addressing customer inquiries.

• Identify software problems and ensure prompt, compassionate resolution of customer requests.

• Manage incoming phone calls, self-service cases, emails, and chat communications.

• Collaborate within the swarm support framework to efficiently and effectively resolve customer issues.

• Engage in team discussions and share insights to enhance customer support.

• Keep up-to-date with evolving product features and new releases.

• Act as a knowledgeable resource within the swarm support team.

• Partner with cross-functional teams to tackle software defects, enhancement requests, and customer concerns.

• Follow up with customers regarding unresolved issues.

• Maintain clear, concise, and empathetic communication throughout the resolution process.

• Contribute to the collective knowledge of the team and collaborative problem-solving efforts.

• Prioritize customer satisfaction and foster positive customer experiences.

⛳️ Requirements

• Over 4 years of experience in software/application support; experience with ERP or supply chain-related software is a plus.

• Proficiency in troubleshooting complex technical issues involving code, data, and environmental factors.

• Excellent verbal and written communication abilities.

• Capability to convey technical information clearly to both technical and non-technical stakeholders.

• Skill in managing multiple assignments, prioritizing tasks, and meeting strict deadlines while ensuring customer satisfaction.

• Strong analytical and troubleshooting skills.

• Solid decision-making abilities.

• Proven track record of functioning as a member of a fast-paced, high-performance team.

• Experience in a swarm support setting is advantageous.

• High-energy, proactive attitude with strong organizational skills and attention to detail.

• Passion for assisting others and dedication to providing exceptional customer experiences.

• Background in customer service.

• Superior skills in phone and call handling.

• Familiarity with Windows OS.

• Some experience in database management.

• Basic knowledge of accounting principles.

• Experience troubleshooting point-of-sale software and hardware.

• Background in the hardware, retail, or lumber industries.

• Familiarity with monitoring tools such as Nagios, Splunk, or Datadog.

• Experience analyzing application logs.

• Basic understanding of RESTful APIs and SOAP services.

• Knowledge of cloud services like AWS, Azure, or Google Cloud.

• Understanding of fundamental network protocols including TCP/IP, DNS, and HTTP.

• Experience with network troubleshooting tools such as Wireshark and traceroute.

• Knowledge of standard IT hardware and equipment.

• Ability to diagnose and resolve application issues.

• Proficiency in Microsoft Office 365 tools and features.

• Bachelor’s degree in a relevant field or 4 years of direct, relevant experience in ERP and accounting systems, application support, technical troubleshooting, or IT-related roles.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.