Application Support Technician

Key Focus Areas

• Customer-Centric Support: Ensure every customer interaction results in a positive and memorable experience. Prioritize customer satisfaction by delivering timely, accurate, and empathetic support.
• Swarm Collaboration: Act as an integral part of a swarm team, working closely with other support analysts to resolve customer issues efficiently. Share knowledge and expertise within the team to enhance collective problem-solving and service delivery.
• Technical Expertise: Leverage your deep technical knowledge of the ERP products you support to provide expert guidance and resolution. Stay current on evolving product functionality to offer informed and effective support.

Daily Responsibilities

• Customer Support: Provide frontline support by responding to customer inquiries, diagnosing software issues, and ensuring a timely and empathetic resolution of customer requests. Handle incoming phone calls, self-service cases, email or chat customer interactions.
• Swarm Collaboration: Collaborate within the swarm support model to resolve customer issues efficiently and effectively. Actively participate in team discussions and share insights to continuously improve customer support.
• Product Expertise: Serve as a knowledgeable resource within the swarm, staying current on evolving product functionality and new releases.
• Cross-functional Collaboration: Work closely with cross-functional teams to address software defects, enhancement requests, and customer concerns.
• Customer Follow-up: Ensure timely and thorough follow-up with customers on outstanding issues. Provide clear, concise, and empathetic communication to keep customers informed throughout the resolution process.

Minimum Requirements

• Experience: 4+ years of experience in software/application support, bonus if with ERP or supply chain-related software products. Experience in troubleshooting complex technical issues, including those involving code, data, and environmental components.
• Communication: Strong verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders. Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines while maintaining a focus on customer satisfaction.
• Problem-Solving: Excellent analytical and troubleshooting skills with a focus on delivering solutions that enhance the customer experience. Strong decision-making capabilities.
• Collaboration: Proven ability to work as part of a fast-paced, high-performance team. Experience in a swarm support environment is a plus, emphasizing teamwork, shared knowledge, and collective problem-solving.
• Adaptability and Resourcefulness: Possesses exceptional analytical and troubleshooting skills with a focus on delivering effective solutions that enhance the customer experience. Demonstrates strong decision-making abilities, ensuring well-informed and timely resolutions. Support agents must navigate unfamiliar issues independently, finding solutions without direct guidance for each case.

Desired Skills/Experience

• Customer Service Experience
• Superior phone and call handling skills
• Windows OS knowledge
• Some Experience with Database management
• Basic Accounting Knowledge
• Experience troubleshooting Point of Sale Software and Hardware
• Experience in the Hardware, Retail or Lumber Industry
• Technical Skills: Monitoring and Logging, API Integration, Cloud Platforms, Network Troubleshooting, Knowledge of Standard IT hardware and equipment, Microsoft Office 365 tools and features

Education

• Bachelor’s Degree in a relevant field (e.g., Computer Science, Information Technology, Engineering, Accounting, Supply Chain Management, or a related technical discipline)
• or 4 years of direct, relevant work experience in other ERP and accounting systems, application support, technical troubleshooting, or IT-related roles.