No longer accepting applications
Application Support Specialist
LamworkSan Francisco, CA, United States5 days ago
Job type
- Full-time
Job descriptionProduct Knowledge (Hard Skills) Customer Support (Soft Skills) Project Coordination (Soft Skills) Priority Management (Soft Skills) Problem Analysis (Hard Skills) Customer Satisfaction (Soft Skills) Provide excellent customer service and interface with clients regularly. Work as part of a team to solve / escalate issues as they arise. Log and triage system issues using the companys IT service / help desk software. Analyze system issues in IT applications and determine appropriate actions. Document, track and verify implementation of IT application changes. Provide support to the QA team for testing and sign-off of changes. Provide training support to end users on IT applications. Assist with development of training assets and documentation. Conduct daily activities in line with the companys quality standards and procedures. Interact with other team members and management teams, both local and remote. Attend client meetings and provide input, meet defined metrics / benchmarks. Be prepared to work, on occasion, outside of normal working hours. Customer Service Excellence (Soft Skills) IT Service / Help Desk Management (Hard Skills) Problem Analysis and Resolution (Hard Skills) Documentation and Change Management (Hard Skills) Quality Assurance Support (Hard Skills) Training and Development (Hard Skills) Adaptability and Flexibility (Soft Skills) Provide end-to-end user support and training. Perform Quality Assurance procedures on system data (validating, searching and cross-referencing information). Perform onboarding procedures for clients and end-users, validate and grant proper access. Create and deploy feedback mechanisms for end-users. Analyze results, make recommendations for support process improvement, and implement changes. Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems. Provide support for the testing of new and existing software applications. Field incoming requests from end-users to resolve application, software and process issues. Record, track, and document the problem-solving process. Successful and unsuccessful decisions made, and actions taken, through to final resolution. Communicate application problems and follow escalation process (management, development teams, end-users, and unit leaders). Technical Support Skills (Hard Skills) Training and Onboarding (Soft Skills) Quality Assurance Procedures (Hard Skills) Feedback Mechanisms and Analysis (Soft Skills) Problem-solving and Trend Analysis (Hard Skills) Software Testing Support (Hard Skills) Documentation and Record-keeping (Hard Skills) Communication and Escalation (Soft Skills) Learn and understand appropriate software and hardware supported by the company. Ensure daily application data availability to users. Work with development team in documenting, coordinating and executing of operational readiness testing. Identify root cause and determine remedies for chronic reported issues. Perform troubleshooting and participate in problem-solving efforts for end user issues and back end application maintenance. Monitor and follow up on all requests from submission to resolution. Respond to support requests via ticketing, phone and / or email, identify, resolve and / or escalate issues. Ensure content and functionality within applications are a true representation of the specifications provided by various groups within the Firm. Ensure bugs and other fixes have been addressed by development team. Document resolutions to reoccurring issues or workarounds in the knowledge base. Assist in the creation of training documentation or delivery of training to end users. Technical Proficiency (Hard Skills) Data Management (Hard Skills) Testing and Documentation (Hard Skills) Problem-Solving Skills (Soft Skills) Technical Support (Soft Skills) Monitoring and Follow-up (Soft Skills) Quality Assurance (Hard Skills) Knowledge Management (Hard Skills)
APPLICATION SUPPORT SPECIALIST RESUME EXAMPLE
Updated : July 26, 2024 - The Application Support Specialist ensures smooth software and hardware operations, maintaining daily data availability and coordinating with the development team for testing and fixes. Responsibilities include identifying and resolving issues, monitoring support requests through various channels, and documenting solutions for recurring problems. Additionally, contributes to training materials and sessions for end users to improve system proficiency.
Tips for Application Support Specialist Skills and Responsibilities on a Resume
Job Summary :
- Develop an extensive working knowledge of the product suite.
- Provide end-user application support via phone, email and in person.
- Coordinate and validate new implementations and upgrades.
- Coordinate and prioritize support requests.
- Facilitate problem-solving between end-users and development staff.
- Participate with development staff in testing new releases of the product.
- Develop working relationships with sales staff to utilize product knowledge and leverage customer relationships for sales support.
- Analyze and troubleshoot problems effectively while minimizing response time.
- Ensure customer satisfaction through end-to-end support solutions.
- Identify escalation situations and follow appropriate escalation procedures.
- Keep end-users up to date throughout the resolution process.
Skills on Resume :
4. Application Support Specialist, Zoom Video Communications, San Jose, CA
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Skills on Resume :
7. App Support Specialist, Dropbox Inc., San Francisco, CA
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Skills on Resume :
14. Application Support Specialist, Verisign Inc., Reston, VA
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Skills on Resume :
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Application Specialist • San Francisco, CA, United States
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