REMOTE Application Support Representative II

Job description

Description:

Works in a company's information technology (IT) department to help end users with the operation and functionality of software applications purchased from their company. May work with individual end users or corporate accounts in professional applications. Likely work at a help desk in an office environment. This often involves heavy telephone traffic, although they may be assisting customers through emails and messaging as well. Extensive knowledge of the applications they support, and likely must pass regular examinations that assess their application knowledge. Additionally, development and customer service departments require a set of scripted steps to application support, and the specialist must execute and document these steps with each support ticket. May be called upon to assist with these scripted help steps to maintain effectiveness of support and to adjust to customer needs. Must be familiar with the operation and all functions of the application, and understand areas where end users and corporate accounts may find difficulty. Provide expertise and technical knowledge about an application or suite of applications. Answer queries and resolve issues with software applications, and escalate or close tickets as necessary. Train users on specific applications and document creation. Maintain, troubleshoot, and repair computer systems, including remote installations.

Responsibilities:

Experts In-depth technical troubleshooting of new technology that enables world-class customer care experiences Collaboration with App Ops and Dev Ops engineers researching back-end technology solutions Monitor for incoming issues during a scheduled shift and react with speed and accuracy Phone, Slack, and email communication.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.