Application Support Technician

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

📋 Description

• Deliver frontline assistance by addressing customer inquiries and diagnosing software-related problems.

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

• Provide timely, accurate, empathetic, and effective solutions.

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

• Share knowledge and insights with support analysts, contributing to collective problem-solving efforts.

• Keep up-to-date with ERP product functionalities and new releases.

• Work alongside cross-functional teams on software defects, enhancement requests, and customer concerns.

• Conduct thorough and timely follow-ups on unresolved customer issues.

• Communicate effectively with customers throughout the resolution process.

⛳️ 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 skills; ability to clearly convey technical information to both technical and non-technical stakeholders.

• Capability to manage multiple tasks, prioritize effectively, and meet challenging deadlines while ensuring customer satisfaction.

• Strong analytical and troubleshooting abilities.

• Solid decision-making skills.

• Demonstrated ability to function as part of a fast-paced, high-performance team.

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

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

• Prior customer service experience.

• Excellent phone and call handling proficiency.

• Familiarity with Windows operating systems.

• Some experience in database management.

• Basic accounting knowledge.

• 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 in analyzing application logs.

• Basic understanding of RESTful APIs and SOAP services.

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

• Understanding of TCP/IP, DNS, and HTTP; familiarity with tools like Wireshark and traceroute.

• Knowledge of standard IT hardware and equipment.

• Ability to diagnose and resolve application issues.

• Proficiency with Microsoft Office 365 tools and features.

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible work arrangements and a supportive work environment.