Application Support Specialist Tier 1

DEPARTMENT: Release Management

SUMMARY: Responsible for assessing problems, proactively problem solve, keep records, provide on-call support. Will support the following applications: Dialer Application, Fax Scheduler, MLH – Eligibility Automation (Desktop Application), MLH – Eligibility Mobile Application, EpicRide, TheSys (JIRA tickets), Novus, eHealthDeck and additional applications as they roll out.

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DUTIES AND RESPONSIBILITIES:

  • Provide Service and Support to Client End-users Utilizing Remote Desktop Application(TeamViewer) or Telephone
  • Interact with Clients to Provide and Process Information in Response to Inquiries, Concerns, and Requests about Products and Services
  • Gather and Record within ConnectWise Client’s Information and Determine the Issue by Evaluating and Analyzing Symptoms, Troubleshooting Potential Solutions, and Determining Escalation Paths
  • Provide Effective System Usage/Navigation Training to Clients
  • Follow Standard Processes and Procedures and Provide Excellent Follow-up to Client Issues for Application Ticket Support Monitoring
  • Offer Options and Alternatives where Appropriate with the Objective of Building Client Loyalty and Trust
  • Keep Up on System Information, Changes and Updates as well as Industry Standards and Workflows
  • Completing other Required Duties to Support our Client’s Software Needs

QUALIFICATIONS:

  • Possesses an understanding of IT systems and capabilities
  • Proven working experience in technical writing of software documentation
  • Ability to deliver high quality documentation paying attention to detail
  • Excellent interpersonal skills with the ability to effectively interact with all levels of the business.
  • Solid knowledge of the SDLC and Web technologies
  • Excellent written skills in English 

COMPETENCIES:

  • Analytical– Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
  • Problem Solving– Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Technical Skills– Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
  • Customer Service– Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills– Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
  • Oral Communication– Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication– Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Teamwork– Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
  • Quality Management– Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
  • Ethics– Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Organizational Support– Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
  • Judgement– Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Motivation– Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
  • Planning/Organizing– Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
  • Professionalism– Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality– Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Safety and Security– Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
  • Adaptability– Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality– Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
  • Dependability– Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Initiative– Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
  • Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.
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