Application Support Analyst- remote

Application Support Analyst- remote

24 Sep 2024
California, Ontario, 91761 Ontario USA

Application Support Analyst- remote

Vacancy expired!

Application Support Specialist
This position will work as a member of the customer support team. This support team is responsible for providing enterprise level application support to customers and partners, and ultimately drive complete resolution to complex issues. All support interaction is done via phone, email, and web. The ideal candidate will be flexible, detail-oriented, and highly skilled at working with customers. This position requires the ability to work with minimal direction, the capacity to work quickly, and identify and fix root cause of technical issues. Having an eye for process and product improvement is critical as we look to the team for input on how to evolve our processes and our products.

Responsibilities:
Provide email, web, and phone support to customers and partners in a timely and accurate manner
Analyze break/fix issues and work with a sense of urgency to deliver solutions to meet customer and partner needs
Document all support interactions and resolutions in the existing case management systems
Actively contribute to our technical knowledge base
Work effectively with cross-functional teams including Sales, Support, Product, Customer Success, etc.
Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels
Participate in weekend/holiday on-call support rotation as needed
Provide ideas and assist with creation of documentation and training material for external and internal content
Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
Achieve expert level with all products, offerings, and integrations
Maintain or exceed our established service levels and productivity standards
Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model
Take on special projects as needed
Other tasks and duties as assigned

Requirements:
Exceptional communication skills both written & verbal.
Strong interpersonal skills & proven success in cross-functional collaboration
Develop and maintain expert level mastery of products
Proficient with a previous help desk solution (Salesforce, Freshdesk, Zendesk or Jira)
Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both
The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement

Qualifications:
2-4 years of direct, verifiable customer support experience in a fast-paced environment
Strong written, verbal, and organization skills
Strong understanding of technological platforms and web infrastructure
Excellent problem solving, critical thinking, and analytical skills
Quick learner; able to learn new technologies on own as necessary
Ability to work effectively cross-functionally with Product, Sales and Customer Success.
Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)
Willingness to work off hours (nights and weekends) as urgent customer needs dictate
Committed team player with the ability to function both independently and as part of a team
Must be personable, friendly, and able to work efficiently under time constraints.
In this position, you will routinely act independently while researching and developing solutions to customer issues
Experience working with Proship or other carrier management systems is strongly desired
Experience working with eCommerce shopping carts is a plus
Experience working with Warehouse Management Systems is a plus

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Job Details

  • ID
    JC45945864
  • State
  • City
  • Job type
    Permanent
  • Salary
    N/A
  • Hiring Company
    Calance
  • Date
    2022-09-23
  • Deadline
    2022-11-21
  • Category

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