Application Support Specialist

The Application Support Specialist reports to the Application Support Manager and provides technical support and troubleshooting assistance for software applications within the organization. This role involves working closely with end-users, IT teams, and vendors to resolve application-related issues, ensure system functionality, and enhance user experience. The Application Support Specialist will be key in maintaining the stability of business applications, assisting in application upgrades, and providing training to users.

Requirements

Major Position Responsibilities

• Application Support & Issue Resolution
• Serve as the primary contact for end-users, addressing application issues, troubleshooting, and providing timely resolutions using the internal ticketing system.
• Elevate user satisfaction by consistently managing expectations, autonomously resolving issues, and collaborating with internal departments when needed.
• Monitor and manage application performance to ensure optimal functionality and minimal downtime, proactively detecting and addressing potential issues.
• Adhere to established protocols, including timely escalation to relevant departments, and contribute to root cause analysis for incidents.
• Collaborate with partners to refine and enhance applications, assess change requests, and participate in testing upgrades or updates.
• Conduct data entry reviews to identify trends, improve accuracy, and provide user training with digital adoption tools to ensure successful application use.
• Collaborate with IT teams and vendors to resolve complex technical issues, implement software updates, and maintain application performance.
• Document and track application issues, resolutions, and user requests using a ticketing system.
• Analyze recurring issues and identify opportunities for process improvements to enhance application efficiency and user satisfaction.
• Stay updated on new application features, updates, and best practices to provide informed support.
• Application Administration :
• Provide users with training documentation and walk through the documentation with end users to enhance proficiency with applications.
• Stay updated on new application features and best practices, providing informed support and continuous improvement.
• Understand and support other team members' responsibilities as needed.
• Participate in testing of new applications and integrations or updates to existing systems, ensuring they meet business requirements.

Required Skills, Abilities, Education and Experience

Work Schedule

Benefits

We're not just about the money (although, let's be honest, that's pretty sweet). You'll also enjoy :

Employer’s Rights

EEOC Statement