Application Support Technician

Application Support Technician

Provo UT, Remote (US)

Position: Application Support Technician

Reporting to: Manager of Customer Support

Location: ECI Office location or Remote USA

Overview: As Application Support Technician for our Device Management and other Field Service products, you will be a vital part of our swarm support model, where customer satisfaction is our top priority. Your role is pivotal in ensuring that every interaction our customers have with our team leaves them with exceptional experience. You will work collaboratively with your peers to diagnose and resolve customer issues, contributing to shared knowledge within the team, and engaging with cross-functional teams to address complex challenges.

We are seeking a customer-centric professional who is passionate about delivering outstanding support and creating positive experiences for our customers. Your ability to listen, understand, and respond effectively to customer needs will be key to your success in this role.

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. Application support Technicians will provide support through email, phone calls or live chat.

• 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.

• Networking Expertise: Our enterprise applications rely on complex environments, and we need an expert who can troubleshooting applications through a networking lens. You won't just support an application; you will own the network-level troubleshooting required to keep our software connected and performing across diverse customer infrastructures.

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 accounting software products.

• 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’s 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 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.

• Personal Attributes: High-energy, can-do attitude with strong organizational skills and attention to detail. A passion for helping others and a commitment to ensuring customers have exceptional experiences when engaging with our team.

Other Skills:

• SQL – ability to read, write and understand SQL

• API knowledge

• Prior use of Postman, SoapUI or similar

• Ability to diagnose and solve application issues.

• Microsoft Office 365 tools and features

• IIS

Education: Bachelor’s or Associate Degree in a relevant field (e.g., Accounting, Finance, Computer Science, Information Technology, Supply Chain Management, or a related technical discipline) or 4 years of direct, relevant work experience in other ERP applications.