Application Support Technician

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

📋 Description

• Deliver frontline assistance via phone, email, live chat, self-service cases, and incoming calls.

• Address customer inquiries and diagnose software-related issues.

• Provide timely, accurate, and empathetic resolutions focused on user satisfaction.

• Work alongside swarm support colleagues to efficiently resolve customer issues.

• Share knowledge and expertise with team members.

• Stay updated on the latest ERP product functionalities and releases.

• Offer expert guidance and solutions for supported ERP products.

• Collaborate with cross-functional teams regarding software defects, enhancement requests, and customer feedback.

• Follow up with customers regarding unresolved issues.

• Maintain clear and empathetic communication with customers throughout the resolution process.

⛳️ Requirements

• Minimum of 4 years of experience in software/application support.

• Experience with ERP or supply chain-related software products is a plus.

• Proven ability to troubleshoot complex technical issues involving code, data, and environmental components.

• Strong background in customer service.

• Exceptional phone etiquette and professional call management skills.

• Capability to diagnose and resolve intricate application issues and performance bottlenecks.

• Excellent verbal and written communication skills.

• Ability to convey technical information effectively to both technical and non-technical audiences.

• Proficiency in managing multiple assignments, prioritizing tasks, and meeting stringent deadlines.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Decisive with strong decision-making skills.

• Capacity to work as part of a fast-paced, high-performance team.

• Experience in a swarm support environment is advantageous.

• Ability to independently navigate unfamiliar issues and find solutions without direct supervision.

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

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

• Proficiency in SQL.

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

• Experience in analyzing application logs.

• Background in supporting Accounting/Finance software.

• Proficiency in Windows OS.

• Foundational knowledge of standard IT hardware and equipment.

• Understanding of AWS, Azure, or Google Cloud.

• Ability to troubleshoot cloud-hosted applications.

• Comprehensive knowledge of Microsoft Office 365 tools, features, and administration.

• Practical experience with database management.

• Basic understanding of accounting principles.

• Foundational knowledge of TCP/IP, DNS, and HTTP.

• Basic understanding of RESTful APIs and SOAP services.

• 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

• Remote work arrangement.

• Customer-centric support environment.

• Collaborative swarm support model.

• Opportunities for collaboration with cross-functional teams.

• Environment focused on shared knowledge and collective problem-solving.