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Application Technical Support Specialist

Philadelphia, PA

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Description

Our client has an immediate need for a Technical Customer Support Specialist.  This is a full time, permanent position.  It is 100% remote however, candidates must be located in the following states: PA, NJ, DE and MD.

 

RESPONSIBILITIES

 

  • Provide technical phone and email support to customers using proprietary web or cloud-based software applications.
  • Answer routine questions about administration procedures, policies, products, and best practices.
  • Identify, investigate, and resolve technical problems and engage in crisis management of incidents that occur during testing.
  • Collaborate with IT, business partners, test vendors, and cross functional teams to troubleshoot and resolve customer issues. Document, track, and monitor all issues and interactions to ensure a timely resolution.
  • Review Incident Reports (IRs), identify problems that require follow up, and triage reports to appropriate staff, as required.
  • Create and maintain updates to Manuals, user guides, best practices, knowledge articles, presentations, software demos, and tutorials.
  • Conduct demos and customer training on web-based testing software applications, procedures, and best practices.
  • Perform UAT for web-based testing software upgrades and enhancements and participate in other system testing initiatives as required.
  • Review and analyze support processes, systems, and procedures and recommend improvements.
  • Identify opportunities to improve and enhance the customer experience through voice of the customer feedback.
  • As required, participate in off-hours support activities including a rotational on-call schedule.

Job Requirements

QUALIFICATIONS

 

  • 3+ years of customer and technical support experience in help desk support role.
  • Demonstrated track record of superior customer service.
  • Strong analytical and problem-solving abilities with a keen attention to detail.
  • Strong written, presentation, and organizational skills.
  • Excellent verbal, interpersonal, and time management skills.
  • Ability to quickly adapt and learn new technology and software applications.
  • Experience troubleshooting web-based software issues on Windows OS, Mac OS, and iPadiOS.
  • Experience troubleshooting web browser and connectivity issues.
  • Experience using Salesforce or similar Customer Relationship Management (CRM) system.
  • Advanced Microsoft Word and PowerPoint skills.Experience using SnagIt or other similar screen capture software.
  • Working knowledge of web conferencing applications.
  • Must be capable of working independently, as well as in a team environment while possessing the drive and ambition of a self-starter.
  • Ability to be creative and resourceful while working independently.
  • Flexible and willing to work outside of standard work hours (e.g., some after-hours/weekends).

 Education

 

Associate or Bachelor's degree in computer related field of study, or equivalent technical training and work experience

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