Senior Application Support Specialist

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

📋 Description

• Address end-user inquiries related to application functionality, navigation, and established business processes.

• Assist users in navigating application workflows and clarify how system features can be utilized to achieve business objectives.

• Diagnose reported application problems and assess whether they stem from user knowledge, data, permissions, configuration, system functionality, or software bugs.

• Replicate reported issues and document the steps taken, conditions present, expected outcomes, and actual results.

• Resolve issues within the Help Desk's knowledge and authority while escalating matters that require specialized expertise.

• Create, update, categorize, prioritize, and monitor support tickets until resolution.

• Collect information prior to escalating potential defects.

• Aid users with inquiries regarding accounts, roles, access, and permissions.

• Investigate documentation, knowledge articles, procedures, and previously resolved tickets.

• Develop and maintain knowledge-base articles, FAQs, quick-reference guides, and user-support documentation.

• Identify recurring inquiries and propose enhancements to documentation, training, usability, or business processes.

• Communicate updates about application changes, known issues, workarounds, and resolutions.

• Support new releases by acquiring knowledge of new and modified functionalities prior to deployment.

• Collaborate with developers, testers, business analysts, system administrators, and subject-matter experts.

• Maintain records of user interactions, troubleshooting activities, resolutions, and escalations.

• Monitor support trends and identify recurring issues that require corrective actions, training, or enhancements.

• Deliver professional, customer-oriented support to users with varying levels of technical expertise.

⛳️ Requirements

• Proven experience in providing application or end-user support.

• Capacity to learn complex enterprise software and business processes.

• Strong analytical and troubleshooting abilities.

• Proficiency in articulating technical or complex processes in clear, understandable terms.

• Experience with ticket-management and knowledge-management systems, such as Jira and Confluence.

• Exceptional customer service skills rooted in active, empathetic listening and a focus on problem-solving.

• Excellent written and verbal communication skills.

• Ability to differentiate between training, procedural, access, data, configuration, and software-related issues.

• Understanding of training organizations is a plus.

• Familiarity with NIST application security requirements is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work hours and remote work options.

• Supportive and inclusive company culture.