Web Application Support Specialist

Join our dynamic team as a Web Application Support Specialist! In this role, you will provide essential technical support and maintenance for both production and development systems, ensuring seamless operation of software products across various platforms. You will work in alignment with a defined operating model and processes to deliver top-notch support for our users.

Handle and respond to assigned Tier 1 tickets promptly, ensuring that issues are resolved within the defined Service Level Agreement (SLA) metrics.

Support a range of applications, including Analytic Business Intelligence tools and Customer Relationship Management (CRM) tools such as Pega.

Collaborate daily with end-users and stakeholders through phone, email, or chat to ensure effective communication and support.

Participate in internal and external meetings, demonstrating strong oral and written communication skills.

Manage multiple tickets simultaneously while meeting ticket assignment deadlines.

Contribute to testing efforts for large-scale enhancements that impact the applications you support.

Provide first-line support, including initial incident management and triage of issues.

Utilize FAQ tools and knowledge bases to help resolve user requests efficiently.

Analyze problems and provide comprehensive technical assistance for hardware, software, and systems through various communication channels.

Resolve user issues related to computer software and hardware, acting as the primary contact for technical support inquiries.

Answer various technical questions by applying your knowledge of software, hardware, systems, and procedures.

Minimum Qualifications

Associate's Degree or equivalent relevant experience; a Bachelor's Degree in Information Technology, Computer Science, or a related field is preferred.

2-5 years of experience in a help desk or technical support environment.

Other Job Specific Skills

Familiarity with issue tracking systems, such as Jira, to manage tickets and tasks.

Ability to apply standard methodologies and procedures for technical support.

Proficiency in analyzing, troubleshooting, and resolving intermediate-level hardware, software, or networking-related issues.

Strong communication skills, enabling the translation of technical terminology into layman’s terms for non-technical employees.

Exceptional customer service skills with a focus on user satisfaction.

SQL skills are a plus but not mandatory.

Compensation Ranges

The compensation for this position varies based on several factors, including location, skills, education, certifications, and years of experience. The range provided is a general guideline unique to this role and is just one part of ASM's comprehensive compensation and benefits package.

EEO Requirements

ASM is committed to equal employment opportunities and does not discriminate based on race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation, or national origin in any personnel decisions.

Physical Requirements

The job may require performing light office duties, lifting up to 50 pounds, or some travel. Reasonable accommodations may be made for individuals with qualifying disabilities to enable them to perform primary job functions.

Disclaimer

This job description aims to indicate the general nature and level of work expected of employees in this classification. It is not a comprehensive inventory of all duties and responsibilities.

Compensation: $32-$33 per hour