Client Software Application Specialist

Draper, UT 84020

Post Date: 04/16/2018 Job ID: 42272
Software Application Support Specialist

Fast-growing private SaaS company is seeking a dynamic and engaging Software Application Support

We offer a Dynamic, professional friendly environment with competitive benefits and an exciting, evolving work environment within a reputable company that values consistent growth and opportunity.

We serve more than 35 industries, including utilities, oil and gas, chemical, pharmaceutical, manufacturing, mining, cement and aggregate, facility management, engineering, construction, forestry products, performance fibers, municipalities/public services, food and beverage, steel, entertainment, real estate, transportation, food packaging and distribution and more.

We are looking for a motivated, driven, Software Application Specialist to join our team.

SUMMARY:

This role is responsible for the support of software applications developed by our company and third-party applications utilized within our products. These applications are used by both internal and external users. As questions come up or potential issues are reported which need to be researched, this role will be the primary contact to interface with the technical resources. Specifically, the focus of this role will include initial triage of these questions, ownership of their short and long-term resolution, and proactive identification of problem areas.

The ideal candidate for this position must have extensive customer service experience. Must be friendly, patient, and communicate well in verbal and written form. They must work well with all different types of people and personalities in different roles and locations through the organization. A technical background is a plus but ability to learn and understand a complex software system is essential.

Daily tasks will be dedicated to the support of application systems by fielding incoming questions and triage of reported issues. Through use of project management skills this person is expected to work with appropriate resources to complete technical research and to gather metrics to assist in the prioritization of system changes where necessary. This person is expected to do or facilitate all communication between various developers and stakeholders.

RESPONSIBILITIES/DUTIES:

Monitor incoming support requests and software application requests

Manage user expectations regarding process and timeline of each support request.

Triage, collect details and steps to reproduce, and validate reported issues.

Escalate technical research (root cause analysis) to developers when necessary.

Management of time sensitive issues requiring immediate resolution.

Provide short-term resolution and support.

Root cause research and analysis beyond initial request being handled.

Drive longer-term solutions to remediate high volume support areas.

Continual improvement, training, and education of the teams in how they provide tier 1 support to our customers prior to the escalation to internal support.

Advocating for software application system improvements based on measurable indicators, such as trends in support tickets or system error logs.

Monitor daily/weekly/monthly scheduled tasks such as integrations or subscriptions.

SPECIFIC KNOWLEDGE, SKILLS, ABILITIES:

Customer service and software application support

Proficient in problem-solving and technical resolution

Ability to summarize periods of data and findings into consolidated reporting and presentation for senior technology team members.

Excellent PC skills including Office Suite and using complex web-based applications.

Excellent communication skills

Technical reporting and analytics capabilities

EDUCATION/EXPERIENCE:

1-2 years experience providing customer service.

1-2 years experience in support of complex software applications.

Familiarity with Agile software development practices preferred.

Full time Mon-Friday 8am- 5pm

Compensation 60k Depends on experience


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