Technical Support Specialist

1 week ago

Texas City, Texas, United States APN Consulting Full time
{"title": "Technical Support Analyst Position", "description": "Job Summary

APN Consulting is seeking a highly skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will provide level 3 technical support to Clinical and Non-Clinical groups using TeamSupport. This includes troubleshooting application issues, replicating issues in non-Production environments, and working across multiple business units to provide updates on open issues.

Key Responsibilities
  • Partner with Level 1 Support to manage, troubleshoot, and resolve complex product or performance issues with the platform.
  • Provide Tier 3 expertise on application-related product issues.
  • Field incoming problem tickets from end users to resolve application issues and assign to the appropriate development teams.
  • Work internally with IT teams to ensure all demo sites and applications are up to date and accessible.
  • Update training materials and process documentation based on support data.
  • Provide guidance to individual users to prepare them for workflow demos.
  • Document all pertinent end-user information related to the issue.
  • Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
  • Record, track, and document the problem-solving resolution, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
  • Coordinate with department heads on critical issues that require immediate attention.
  • Participate in the design, development, and delivery of business applications training to business users.
  • Manage and/or provide guidance to junior members of the team.
Qualifications
  • At least 5 years of experience delivering support services to internal business end users in English-speaking countries.
  • At least 5 years of experience working with internal IT teams.
  • Experience working with ticketing tools and ticket queues.
  • Ability to explain complex technical concepts in client language.
  • Ability to quickly come up to speed on end-user applications and support tools.
  • Good written and verbal communication in English. Experience communicating in writing with business users preferred.
  • Responsible, diligent, polite, and patient. Capable of working under pressure and delivering based on tight deadlines.
  • Ability to communicate advanced technical details to both technical and non-technical persons.
  • Ability to cover multiple, overlapping complex projects; well organized and adaptable to changing demands.
  • Excellence in written and verbal communication.
  • Must be able to support others on the technical support team outside of standard working hours as required.
", "lang_code": "en"}

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