Tier 1 Application Support Specialist

Duncan Solutions, LLC, a subsidiary of Business Processing Solutions, LLC, is a full-service transportation management company and a leading provider of parking and tolling management solutions. We support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, and integrated on-street parking management services.

POSITION SUMMARY

We are looking for a motivated and customer-focused Application Support Specialist to join our team in Philadelphia. This role is crucial for ensuring our end-users have a seamless experience with our technology, including our suite of custom-built applications. As the first point of contact, you will provide essential front-line technical support, troubleshoot issues, and collaborate closely with various teams to drive solutions. This is a full-time, onsite position requiring daily presence in our Philadelphia office.

WORK LOCATION

1101 Market Street Jefferson Center Philadelphia, Pennsylvania 19107

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide timely and effective Tier 1 / Tier 2 technical support to end-users for our custom applications via multiple channels (ticketing system, email, phone, in-person).
• Diagnose, troubleshoot, and resolve application-related issues reported by users, ensuring clear and empathetic communication throughout the process.
• Accurately document user issues, troubleshooting steps, and resolutions within our ticketing system and knowledge base.
• Escalate complex technical issues to development teams or other senior support staff, providing detailed information for efficient resolution.
• Collaborate effectively with colleagues, developers, QA testers, and project managers to identify root causes and implement solutions.
• Assist in creating and maintaining user documentation, FAQs, and training materials for custom applications.
• Identify trends in user-reported issues to proactively suggest application improvements or training opportunities.
• Participate in testing new application features or updates before release.
• Maintain a high level of professionalism and customer service in all interactions.
• Other duties as assigned.

EDUCATION / EXPERIENCE / SKILLS

Some College / Associates

Must Have

Desired

DECISION-MAKING LATITUDE

Determining the best course of action to diagnose and resolve technical issues reported by end-users, potentially including the use of specific tools or procedures.

Deciding on the most effective methods to train users on the application, which may include creating tutorials, documentation, or conducting one-on-one training sessions.

Making independent judgments about the urgency and impact of different support requests to ensure timely resolution, and potentially escalating complex issues.

Having some level of control over configuring and maintaining aspects of the application or related systems, like setting up user accounts or managing access rights.

Contributing to or creating documentation and knowledge base articles to help users solve common problems independently.

PHYSICAL DEMANDS / WORKING CONDITIONS

SUPERVISORY RESPONSIBILITIES

None

ADDENDUM

COMPENSATION & BENEFITS

Business Processing Solutions, LLC offers a professional environment, stability, upward mobility, and a wide breadth of benefits.

We offer our full-time regular employees who meet eligibility criteria the following :

Paid Time Off including :

Other Voluntary Benefits :

Disclaimer : The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees are required to perform duties outside their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This job description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.