Application Support Specialist

Remote in US

Manager Notes: We currently have a vacancy within our Tech Application Support Team, a pivotal role as we prepare to accommodate the heightened demands of our business's peak season. It is imperative that we swiftly fill this position to uphold the highest standards of support for our employee customers.

Job Summary: We are seeking a talented and motivated individual to join our team as a Technology Application Support Specialist. In this role, you will provide technical support and assistance to end-users, troubleshoot software and hardware issues, and ensure the smooth operation of various technology applications within our organization. You will work closely with Level 1 and Level 2 support teams to escalate and resolve complex issues while maintaining excellent customer service and communication skills.

Schedule and Shifts:

• Tues, Wed, Thurs, Sat 9 am - 8 pm MST
  
  
  

Responsibilities:

• Provide first-line technical support to end-users via phone, email, chat, or ticketing
  
  
  

system.

• Diagnose and resolve software issues related to technology applications and systems.
• Escalate unresolved issues to the team SMEs or Leads while maintaining ownership of
  
  
  

the support ticket.

• Assist in the configuration and maintenance of software applications.
• Document support activities, solutions, and procedures for knowledge sharing and
  
  
  

continuous improvement.

• Collaborate with cross-functional teams to identify and implement enhancements to
  
  
  

improve system performance and user experience.

• Participate in on-call rotation and provide after-hours support when necessary. (FTE Only)
• Stay updated on emerging technologies and industry best practices to enhance technical skills and knowledge.
• Maintain a positive and professional demeanor while delivering high-quality customer
  
  
  

service to internal stakeholders.

Requirements:

• 1-3 years of experience in a technology support role, preferably in a corporate
  
  
  

environment.

• Proficiency in troubleshooting Windows and/or Mac operating systems, Google
  
  
  

Workspace, and other productivity applications.

• Strong problem-solving skills with the ability to analyze and resolve technical issues
  
  
  

independently.

• Excellent communication skills with the ability to convey technical information clearly and
  
  
  

concisely to non-technical users.

• Customer-focused mindset with a commitment to delivering exceptional support and
  
  
  

service.

• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• (A plus) Experience with ticketing systems (e.g., ServiceNow, Jira) and ITIL framework.
• (A plus) Relevant certifications such as Salesforce Admin, Google Admin, ITIL v4
  
  
  

Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $21 - $23 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.