The Job:
The Technical Application Specialist diagnoses, troubleshoots, repairs and debugs software, network systems and/or hardware. Documents and escalates issues as necessary.
What you will be doing:
Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary
Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices
Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge
Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers
Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products
Addresses concerns brought up by other departments such as customer experience or sales
Assists in mentoring other team members
Contributes and uses department's knowledge base articles and FAQ's.
What you will likely bring:
Ability to effectively communicate in English both verbally and in writing
Customer service experience
Knowledge of specific system application fundamentals and business processes
Strong problem solving and troubleshooting skills
Experience in a support environment with high call volumes desired
SaaS or e-Commerce experience.
Qualifications:
3+ years applicable experience and demonstrated success/knowledge
Knowledge of Microsoft SQL, ERP applications or analytical tools
Database administration, installation and configuration experience