Technical Support Specialist

6 days ago

Mastic Beach, New York, United States MyCareersFuture Full time
Job Description

Role Summary:

We are seeking a highly skilled Technical Support Specialist to join our team at MyCareersFuture. As a key member of our Applications Support team, you will be responsible for providing top-notch technical support and guidance to our internal stakeholders and customers.

Key Responsibilities:

  • Provide tier-3 support for tool-related issues and troubleshoot problems as they arise.
  • Offer guidance to IT staff and end-users on technical matters.
  • Act as a liaison between Applications Support, Sales, and customers regarding feature improvements to core application platforms.
  • Collaborate with the development team to articulate feature changes and requirements.
  • Conduct surveys with customers after each feature release to gauge NPS scores.
  • Develop, prepare, and update user manuals, best practices, newsletters, and memorandums.
  • Establish and maintain cooperative and supportive relationships with stakeholders.
  • Participate in and understand the life cycle of application deployments, including application testing, deployment, support, and upgrades, ensuring timely and successful delivery.
  • Conduct comprehensive applications testing, applying best practices in stress testing prior to implementation.
  • Maintain an in-depth knowledge of the core application platforms, becoming competent in all feature improvements of the platform.
  • Identify opportunities for process automation and implement appropriate solutions.
  • Understand and appreciate Agile Development Methodology, emphasizing communication and producing new features swiftly.
  • Awareness of changes in the technology landscape to alert about impact to the products.
  • Ensure tools are optimally configured to meet the needs of the organization.

Requirements:

  • Min 3 years relevant experience in handling IT support focusing on feature improvement or similar role.
  • Min degree in Information Technology, Computer Science, or a related field.
  • Basic understanding of ITIL processes and frameworks.
  • Strong communication and collaboration skills to ensure customers and internal stakeholders are properly engaged.
  • Excellent customer focus, with demonstrated customer service skills and the ability to interact with people professionally.
  • Ability to work independently and multi-task.
  • Willingness to learn and adapt to new technologies and processes.
  • Able to communicate effectively (spoken and written) in English.
  • Experience working in Software Development teams will be advantageous.
  • Programming skills in languages such as C#, Python, JavaScript, or other relevant languages.
  • Relevant certifications (e.g., ITIL Foundation, ITSM Tool-specific certifications) are preferred.

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