Application Support Specialist
7 days ago
Application Support Specialist plays a pivotal role in the Customer Success & Support department. As a key member of the Support Team, this individual will investigate and resolve client-reported issues while fostering strong relationships to enhance the company’s reputation. This role reports directly to the Technical Support Manager.
This is a hybrid position, requiring occasional in-office presence in Cincinnati, Ohio.
Responsibilities:
- Provide post-sales technical support for the company’s software products.
- Act as a subject matter expert for complex technical issues, ensuring first-call resolution through phone and email support channels.
- Troubleshoot, analyze, reproduce, and resolve issues quickly, escalating when necessary.
- Log all support cases and activities in the case management system for tracking and analysis.
- Develop and maintain a strong working knowledge of the company’s software and internal processes.
- Participate in an on-call support rotation as needed.
- Identify opportunities to improve or automate repetitive tasks to enhance efficiency.
- Utilize your understanding of client needs and requirements to help the organization better serve its customers.
Requirements:
- Proven experience in a technical support role or similar position.
- Strong knowledge of computer networking concepts, including LAN configurations and firewall management.
- Familiarity with VPN technologies and troubleshooting connectivity issues.
- Proficiency in software troubleshooting across various operating systems (Windows, Mac OS, Linux).
- Experience with desktop support tasks including hardware repairs and installations.
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work independently as well as part of a team in a fast-paced environment.
- A proactive approach to problem-solving with strong analytical skills.
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