Applications Technical Support Specialist
Salary undisclosed
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Key Responsibilities:
- Analyze and troubleshoot standard client issues, providing analysis to identify causes.
- Support customers by escalating, documenting, and resolving critical customer issues in a timely fashion.
- Evaluate client applications using the software platform based on given configuration.
- Develop code updates to fix reported defects.
- Engage in internal issues review and client calls.
- Assist in support hours of operation and off hour production emergencies.
- Perform level of effort estimates for assigned tasks and change orders.
- Revise client identified issues and contribute to SOW/FS/Tech Specs as required.
- Design and develop corrective solutions for enhancing maximum efficiency.
- Interact with project teams for new products development giving insights from technical issues of previous products.
- Share methodologies with Support Team, to enhance the quality and efficiency of customer support.
Qualifications:
- BA/BS degree in Computer Science or a related field (or work equivalent)
- Minimum of 2 years of experience in software support or related roles.
- Proficient in one or more programming languages (SQL, PHP; ReactJS; AngularJS, etc.).
- Familiarity with integration technologies, XML, APIs (GET, POST, PUT, etc.)
- Minimum of 2 years’ experience in front-end web tier (HTML, DHTML, JavaScript, CSS, etc.)
- Proven experience in troubleshooting client issues and conducting high-level data analysis.
- Background in developing code updates to fix reported defects.
- Prior experience providing detailed information and support to Tier 1 clients.
- Excellent communication skills, both written and verbal.
- Ability to work on multiple priorities effectively and execute assigned project tasks within established schedule.
- Strong analytical, problem-solving, and troubleshooting skills.
- Ability to work collaboratively in a team environment, or independently on specific projects.
- Experience with data analysis and interpreting results.
- On call requirements: this position may participate in an on-call support rotation on weekdays and weekends.
The following is strongly preferred:
- Familiarity with HTML; JavaScript; CSS preprocessors & libraries.
- Previous experience with product development.
- Prior experience in a customer-facing role.
- Familiarity with R&D processes and transitioning products to Production.
- Knowledge of specific software platforms or tools used in the company's domain.
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