Application/ production support
4 weeks ago
Location: Durham NC
Duration: 6+ months
Job descriptions:
- Client is seeking the services of two (2) Bilingual Application/Production Support Help Desk Analysts to assist with production support analysis and resolution of escalated Help Desk tickets.
- This is an Application/Production Support position where the selected candidate will support the NC FAST application by assisting outside customers/agents who are accessing the system.
- This role requires someone who has a high level of customer experience and who is bilingual, English and Spanish.
- This is software based help desk role.
- Each position will act as a member of the Operations and Maintenance Support Team.
- By working closely with business and technical teams to troubleshoot issues, focus is placed on determining the root cause and preventing recurrences. Unresolved issues may need to be escalated to business/policy staff, software developers and/or client implementation specialists.
- Monitoring incoming issues that are resolved by the front line Help Desk staff
- Diagnosing the root cause and resolving isolated issues
- Escalating customer issues to development staff
- Recommending product and process improvement strategies based on perceived trends or patterns in field issues
- Working with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches.
- May assist with the setup of staging or test environments.
- Experience and knowledge of browser-based applications.
- Experience researching, analyzing and interpreting automated system problems.
- Experience working in pplication/Production Support based (not hardware) help desk environment.
- Working knowledge of Social Services and Medicaid programs and systems.
- Broad knowledge of the NC FAST application and functionality.
- Experience writing and running SQL queries.
- Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions.
- English/Spanish Bilingual required
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