Web Application Support Specialist 2

Software Support Specialist

Supports one or more software applications developed and operated by ASM Research. Participates as a member of a team that handles inquiries from users for multiple applications. Performs a variety of intermediate user-problem analyses for the help desk. Assesses the customers' issue, performs initial triage, documents the problem, creates an incident and ensures the customer contract information is accurate and complete.

1. Review, analyze, and respond to assigned Tier 1 tickets to ensure timely response, turnaround, and resolution adhering to defined SLA metrics.
2. Support a client Financial System with Analytic Business Intelligence (ABI) tools and Customer Relation Management (CRM) tools, like Pega.
3. Work with end-users and Tier 2 daily via phone or email.
4. Attend internal and external meetings that require the ability to communicate orally and in writing.
5. Responsible to work multiple tickets at one time.
6. Support testing for large enhancements.
7. Think independently and act as a SME to support other team members.
8. Track production issues, or change requests with issue tracking systems, like Jira.
9. Provide technical information or solutions to problems that first-level support is unable to provide.
10. Resolve more difficult problems or specialized requests.
11. Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
12. Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

Minimum Qualifications

• Associates Degree or two (2) years experience working in an Help Desk environment is required
• 1-3 years of experience in related field. Prefer 1-3 years as a Customer Service Representative or Help Desk operator.

Other Job Specific Skills

• Strong knowledge of and ability to use computers, including the Microsoft Suite and Internet Explorer. Being able to type quickly and accurately is essential.
• Must have strong interpersonal and communications skills.
• Must be confident in ability to control phone conversations and guide customers.
• Ability to provide step-by-step instructions and clearly express ideas and solutions to customers and colleagues.
• Strong presentation, telephone and writing skills.
• Ability to work in a team-oriented environment.
• Ability to learn new computer applications and to continually learn changes to those computer applications.
• Excellent ability to multi-task.
• Must be flexible and dependable.
• Strong active listener, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times, preferred.
• Advanced proficiency level with Service Desk Remote Technology Support and SQL (Structured Query Language).
• Intermediate proficiency level with Jira Operations