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Escalation Application Support Specialist
1 month ago
FirstPro is now accepting resumes for a Escalation Application Support Specialist position based in Chelmsford, MA. This role will focus on assisting with troubleshooting and resolving complex issues on the company's applications and products. This is a permanent, direct-hire role that can offer benefits and a hybrid working schedule.
Responsibilities
- Assist in handling technical issues escalated from Data Support Technicians.
- Support the reproduction and confirmation of product defects, reporting them to the R&D team.
- Work with Data Support and customers over the phone and remote sessions to troubleshoot and resolve issues.
- Ensure timely response to customer inquiries, meeting Data Support service levels.
- Aid in installing / deploying /upgrading CodeData solutions as needed, with supervision.
- Help review defect backlogs and prioritize work with Product Management and Engineering teams.
- Contribute to developing and implementing support process documents for the Knowledge Base.
- Assist in creating training materials as requested by Data Support Manager
- Participate in conference bridges for global escalations as needed,
- Ability to work occasional after-hours to support global on premise issues
- Support logical troubleshooting of software issues to determine root causes and suggest workarounds and solutions.
- Develop strong analytical and problem-solving skills to assist in resolving complex production issues.
Requirements
- Bachelor’s degree in Computer Science or a relevant field
- 2-3+ years of technical support experience preferred
- Basic proficiency in SQL or comparable data access languages
- Ability to build working relationships with customers and support technicians, educating them on product development and advocating their needs.
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