Application Support Specialist

3 days ago

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eCommerce • commerce • retail

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💰 $140M Series C on 2022-02

Description

• Manage daily technical support activities including triaging tickets • Determine the best solution for tickets • Execute on ticket tasks • Communicate updates to customers on status of tickets • Join calls to discuss the issues • Escalate tickets to other engineering teams • Act as a client advocate with a variety of internal Fabric teams • Help maintain and enhance the Fabric knowledge base, ticketing, and ticket reporting systems. • Provide communication and analysis to key internal and external stakeholders • Help maintain user training materials, user guides, workflow diagrams and support documentation.

Requirements

• BA/BS degree • 5+ years of experience or training in an application specialist, software engineering or SaaS implementation focused role • 3+ years of experience using popular programming languages and databases (such as JavaScript and MongoDB/MySQL) • 3+ years of experience working in a similar customer ticket oriented role, where technical tickets are raised from customers, and you are responsible for finding a solution to them • 2+ years of experience communicating directly with customer stakeholders in a professional environment • Experience working directly in Zendesk and Jira is a large plus • Background in healthcare technology and/or hospital systems is a large plus