Application Support Technician – Technical Support

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

📋 Description

• Handle incoming customer phone calls, voicemails, chats, emails, and web inquiries promptly.

• Strive for first-contact resolution within assigned areas whenever feasible.

• Collect essential information to prioritize and troubleshoot cases effectively.

• Conduct initial analysis and maintain comprehensive documentation of actions taken.

• Keep customers informed about the status of their issues to ensure their satisfaction with progress and resolution.

• Support teammates whenever possible.

• Refer issues to higher levels of support or management as necessary.

• Leverage Vermont Systems resources effectively.

⛳️ Requirements

• Must reside in the US.

• Must possess full working rights in the US.

• No sponsorship required.

• Minimum of 2 years of experience in a technical support or customer-facing role.

• Strong problem-solving, prioritization, and multitasking abilities.

• Technical aptitude is essential.

• Proficient in documenting interactions and information clearly.

• Experience collaborating with customers, support personnel, and technical teams.

• Background in utilizing a Knowledge Base to research and resolve issues.

• Familiarity with MS Dynamics 365 is preferred.

• Experience with RecTrac is a plus.

• Willingness to work late shifts as scheduled.

• Commitment to adhere to established Service Level Agreements (SLAs).

🏝️ Benefits

• Fully remote work arrangement available for candidates based in the US.

• Work eligibility without the need for sponsorship.