Experienced Tier 1 Application Support (Help Desk)

Skills

• Professionalism: the ability to represent our brand, products and clients in a positive business-like manner
• Effective communication skills: proper grammar, spelling, punctuation, sentence structure, etc.
• Intellectual curiosity: the interest in helping others to solve problems
• Ability to be calm and patient when interacting with clients: the ability to endure stressful engagement with clients who may be frustrated while resolving their issues effectively

Required Experience & Education

• 2 years of work experience in an application support or customer service role
• Minimum of 2 years of college, preferably 4-year degree.

Responsibilities

Day-to-day technical support and timely resolution of basic incident support tickets for problem resolution

• • The assessment and triage of determining if problems should be resolved by Tier 2 or Tier 3 teams
  • Collecting information via conversation with clients using phone/email or chat
  • Accessing and properly documenting knowledgebase articles, company archives and systems
  • Communicating directly with client promptly and appropriately to provide updates
  • Creating a positive, satisfying customer support experience
  • Tracking work assignments

  Tier 1 Application Support team members who learn and perform well will advance to the next level. Once you have mastered the skills of the Tier 1 Technical Support Specialist position, we will train you to develop the skills and knowledge needed to advance to a Tier 2 Application Support Specialist position.

Training

• Hands-on learning of our software using online learning system and company experts
• Mentoring by experienced software user on the Application Support team
• Once the candidate has mastered the software, technical training will ensue. The candidate will be provided with real world support tickets as learning opportunities and will work hand-in-hand with Tech Support and software experts to understand SQL, database and operational issues.