Application Support Specialist

7 days ago


Verona, Wisconsin, United States Lamwork Full time
Job Summary

We are seeking a highly skilled Application Support Consultant to join our team at Lamwork. As a key member of our support team, you will be responsible for resolving software issues, ensuring smooth operation, and collaborating with engineering resources to resolve complex issues.

Key Responsibilities
  • Respond to customer inquiries and requests through various communication channels.
  • Identify and prioritize bugs or issues, using judgment to determine urgency and importance.
  • Follow best practices in case handling, customer follow-up, and documenting interactions and work performed.
  • Proactively review and identify issues, and engage with customers to resolve problems.
  • Schedule and lead status calls and product release webinars, communicating changes or updates to the platform.
  • Investigate software functionality problems raised by customers and internal teams, and collaborate with development teams to resolve product technical issues.
  • Work with customer support teams and content operation teams to find solutions for customer issues.
  • Provide immediate technical assistance to global service operation teams for major service outages, aiming to rectify and recover the service.
Requirements
  • Excellent customer communication and problem-solving skills.
  • Ability to understand and adhere to Service Level Agreements to ensure the company meets its goals for resolving customer issues.
  • Coordination and communication skills to ensure the highest level of customer service is delivered.
  • Technical troubleshooting and documentation management skills.
  • Project support and attention to detail skills.

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