Our client is seeking an Application Support Specialist to provide SaaS application users with understanding of how to use their business software application, problem solving issues and help be successful in their daily operations. They are looking for individuals with excellent communications and problem-solving skills who value creativity, hard work, and on-the-job-excellence.
This position can be remote. Employees are expected to be on-site in their North Carolina office to complete training as well as travel to the site for company meetings on occasion.
Primary Responsibilities:
- You will be responsible for client application related customer help calls, customer help emails, after hours support, and documentation.
- Ability to document help call activity in the Zendesk call tracking system.
- Ability to facility inter-team communications regarding client issues and requirements.
- Articulate, track, and follow up on closure of client related application issues being resolved by level II and III teams.
Primary Qualifications:
- Able to communicate well with clients over the phone, video conferencing and email.
- Possess excellent tech-savvy desktop skills.
- A solid understanding of both web and mobile application platforms.
- Ability to maintain a calm demeanor under pressure
- Excellent diagnostic and problem-solving skills.
- Excellent writing skills in documenting issues for level II teams and client communication.
- Willing to cover after hour shifts on rotational basis.
- Three years of customer support application experience desired.
Preferred Qualifications:
- A college degree
- Experience with QuickBooks, and Zendesk a big plus.
- Three years’ experience in a support help desk role.
