Software Application Specialist

The Software Application Specialist diagnoses, troubleshoots, repairs and debugs software, network systems. Documents and escalates issues as necessary.

What you will be doing:

Confers with customers via phone, email, or chat via Bomgar to diagnose and troubleshoot their issues, repair and test solutions. As well as fully document and escalate the case if necessary.
Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing product knowledge.
Stays up to date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
Responsible for monitoring and responding to open tickets submitted through ServiceNow.
Ensure the performance of the applications, scripts, by support team.
Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension, and integration of products. Addresses concerns brought up by other departments.
Assists in mentoring other team members.
Contributes and uses department's knowledge base articles and FAQ's.
 

What you will likely bring:

3+ years applicable experience and demonstrated success/knowledge. 
Industry knowledge/experience.
Possess excellent written and verbal communication skills for documentation and customer support duties and must also be comfortable communicating complex concepts to others having diverse levels of seniority and technical competence.
Knowledge of application fundamentals and business processes.
Experience in a support environment with high ticket volume preferred.
Possess an ability to troubleshoot and resolve application issues.
Naturally curious and creative individual with a strong ability to research and a drive to obtain solutions to problems.