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