Full-Time Application Support Specialist

• Provide patience, empathy, and a customer-centric approach to handling support requests.
• Provide timely and accurate troubleshooting for both hardware and software issues
• Interact with end-users via Google Meet, email, or chat to help resolve their technical issues
• Manage and record all technical issues and resolutions using Intercom.
• Take ownership of customer issues reported and see problems through to resolution
• Prioritize and manage many customers and issues at one time
• Apply troubleshooting techniques before escalating issues
• Monitor health of customer environments and proactively tackle issues
• Analyze records and logs to spot underlying trends and potential issues
• Work alongside Engineering team to learn and stay current on new technologies for the infrastructure
• Celebrate team-based goals for best-in-class SLA and CSAT metrics.

• Minimum Bachelor’s degree required
• Minimum 5+ years of experience in Application Support, Technical Support, and BI Support.
• Expert user in iOS
• Knowledge of manufacturing processes and quality control will be of advantage
• Clear and concise communication for technical and non-technical audiences

• Database Knowledge - ODBC connections- SQL Reporting Services
• Cloud AWS – features, abilities, considerations - Kubernetes Containers
• Intercom or similar Help Desk ticketing system
• Software – GitHub, Slack, Google Meet, or similar communication tools
• Controls & Automation – Working Knowledge of Sensors, Manufacturing Equipment and PLCs
• ITIL Framework Knowledge (incident management, problem management, change management)
• Exemplary communications, organizational, and interpersonal skills.
• Self-motivated and able to maintain high productivity and focus in an unsupervised work environment
• Fully proficient in English

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