Escalation Application Support Specialist

1 month ago


Chelmsford, United States firstPRO, Inc Full time

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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