Remote - Application Support Specialist I

A remote position reporting to the Lead Systems Administrator, providing user data entry, systems support, and basic troubleshooting to Clinical and Administrative team members.

Responsibilities

• User account adds, moves, and changes within business SaaS applications
• Provide Tier I application support to end users
• Monitor and respond quickly and effectively to requests received through the IT ticketing system, email, chat, or phone calls
• Track and document all support requests, from receipt to resolution, within the IT ticketing systems
• Adhere to Helpdesk process, procedures, and Service Level Agreements (SLAs)
• Document and escalate priority technical issues to IT Systems leadership, other internal groups, or external vendors
• Stay current with business application use, changes, and updates
• Recommend expanded or improved use of business applications
• Create and maintain application use and support documentation
• Other duties as assigned

Requirements

• 1+ years’ experience supporting business SaaS applications
• Proficiency in MS Office suite of applications (Outlook, Word, Excel, PowerPoint)
• Ability to work in a demanding and dynamic fast-paced environment with the flexibility to adjust to changing priorities and deadlines
• Ability to exercise effective judgment, sensitivity, and creativity to changing needs and situations
• Knowledge and experience of customer service practices related experience and training in troubleshooting and providing Tier 1 Helpdesk support
• Strong communication and customer service skills, both oral and written

Benefits

• Full benefits package
• Training on all systems
• Frequent feedback and training
• All necessary equipment provided
• Work from home
• Business casual work environment

Pay

$19.00 - $20.00 / hour, based on qualifications