Application Customer Support Specialist Jobs

Interact with FMT’s ticketing system and FMT’s clients to properly assign, prioritize, troubleshoot, resolve, and update tickets and knowledge base articles.

Write knowledgebase articles, blogs, and other content to contribute to FMT’s marketing efforts.

Track and manage open cases to resolution within ticketing system.

Knowledge of enterprise applications (ERP, CRM, ITSM, PSA, etc), preferably SaaS: NetSuite, Salesforce, ZenDesk.

Experience in an end-user support environment preferred.

Strong attention to detail and written/verbal communication skills

Proficient in Zendesk usage for ticket management.

Answer help desk calls and emails to resolve customer problems related to products and experiences.

Ensure the quick response or need for escalation to provide a positive Customer Experience aligned with the company's Core Values.

Maintain and update the customer product knowledge base and training tools/materials.

2-3 years of enterprise software support experience.

Experience in training new users on enterprise software.

· Experienced navigating SQL Server Management Studio

· Excellent communication and interpersonal skills

· Knowledgeable with SQL syntax

· Troubleshoot and diagnose technical issues related to systems

· Perform routine system tasks

· Overseeing daily IT systems operating workflows

Answer help desk calls and emails to resolve customer problems related to products and experiences.

Ensure the quick response or need for escalation to provide a positive Customer Experience aligned with the company's Core Values.

Maintain and update the customer product knowledge base and training tools/materials.

Excellent communication skills both written and verbal.

Product and/or application support experience

Experience effectively presenting and training customers

• Author documentation to ensure effective transition of knowledge.

• Coordinate product design reviews to verify that design meets quality standards and functional/technical requirements.

• Strong written and verbal communication skills

• At least three (3) years supporting applications; preferably with some application scripting or programming experience

• Perform impact analyses on production fixes and enhancements to establish priorities.

• Work with vendors to hold them accountable for quality and timely deliverables.

Excellent communication skills, prior customer service experience desired

Java C# knowledge and SQL development/scripting

Experience with Windows Package Application Admin

Experience in Agile/SAFe environments a plus

Responsible for supporting and troubleshooting Transportation team application suite

Respond to Tickets / JIRAs / Requests for Assistance

Provides support for the corporate applications most used by end users and business managers.

Manage service tickets and coordinate problem resolution for tickets related to core business applications.

Bachelor’s Degree in computer-related discipline and/or equivalent experience within an applications support environment

Solid experience providing application support to key business end users

This role will be 3 days onsite, 2 days remote.

Conducts weekly reviews of open service tickets to make sure the most critical tickets are closed in a timely manner.

Will need some programming skills

Certification:Power User is anice to have

Messaging services experience and Messaging queue

Experience designing and debugging J2EE platforms

*** Due to client requirements this role is only open to candidates willing to work

Triage & root cause analysis investigations

Analyzing and understand the deliverables as per business requirements and work on the allocated tasks based on priority.

Excellent working knowledge of Prime Brokerage business/applications and technologies used.

7+ years of experience in supporting Prime Brokerage trading systems with primary focus in Synthetic Prime Brokerage, Pre-Trade lines of business.

Product knowledge of swaps/equity/fixed Income/options and derivatives.

Exceptional data analysis skills and ability to follow data flows/processes.

Knowledge of IT project & development lifecycles (SDLC) within Investment Banks.

Bachelor's degree (B. A.) from four-year college or university: Business, Finance, Accounting, Construction, MIS, or Project Management.

Provides subject matter expertise within the specific applications, such as the Sales, Construction Management, Accounting, Purchasing, etc

Working knowledge of JD Edwards or similar accounting system and related integration software systems preferred.

Experience working independently and in a collaborative environment is essential.

Must have experience providing customer service to both technical and non-technical end users.

Experience with Homebuilder Sales or Scheduling software, or a strong background in home building concepts is a plus.

Excellent communication and problem-solving skills

4+ Years experience as a Customer Support Specialist or similar role supporting software applications

Experience using customer support software and tools

Software industry experience is a major plus

Proven aptitude for learning and explaining software

Patience and empathy with customers

Develop and maintain relationships across our matrixed organization ensuring that any organizational changes are managed in a timely fashion.

Bachelor's Degree with 3 years of experience.

Attention to detail. Strong oral and written communication skills.

Excellent planning and organizational skills.

written and verbal communication skills

Responsible for working with the sales effectiveness team to leverage Salesforce and its related platforms.

Manage software policy governance items per company policy

2-year Technical or Associate's degree or equivalent work experience required

Capacity and connectivity resources to work remotely

Triage incoming support issues to identify the proper escalation path

Identify, research, and resolve application and process problems

Determine underlying trends in reported issues

Associates degree in IT Field and/or related field 5+ years of experience or relevant. (Experience can be substituted for education).

Manage, identify, learn, and maintain life cycle of all SSE technology software applications.

Monitor, create, manage, and maintain documentation for all SSE IT Applications

Manage multiple staff issues in a fast-paced organization and effectively prioritize issues based on severity.

Strong knowledge in Microsoft Ecosystem (Azure, Office 365, Active Directory).

Strong knowledge of SharePoint 365

Contribute to software documentation, knowledgebase articles, and other client-facing materials.

Excellent written and oral communication skills.

4 to 7 years of working experience.

EDiscovery experience is a big plus.

eDiscovery experience is a big plus.

Owns ticket until completely resolved and provides follow-up with client after closed to assure continued success.

3. Utilize strong interpersonal communication skills while engaging with customers to resolve issues using Achieving Service Excellence model.

At least eight years of related IT/Quality/Customer Support experience.

Experience with VPNs, Azure Cloud, SQL, Database connectivity, 3 Tier Web Application Networking background

Knowledge of standard IT hardware and equipment and Active Directory.

4. Utilizes the ticket documentation system to ensure all meaningful data is captured to support product design/customer usability per compliance standards.

5. Demonstrate ability to recognize and document product performance trends within the quality system.

Application Deadline: May 18, 2023

Salary Range: $4,841 - $6,031 per month

Please use the link below for a complete job description:

Pay: $4,841.00 - $6,031.00 per month

Take detailed notes and record events/problems in the appropriate knowledge base

Schedule and coordinate meetings to review and solve customer issues.

Maintain consistent communication with customers for open issues

Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Take note of customer resources/tools and install and test them locally to aid in the troubleshooting endeavor

Effective issue management skills, problem identification, root cause analysis, and solution recommendation

Effective issue management skills, problem identification, root cause analysis, and solution recommendation.

Strong technical skills in PLSql, Unix, and hands-on experience in Shell/Python/PowerShell Scripting

Experience with ITIL environment. ITIL Certification desired

Familiarity with distributed applications including strong programming skills in Java and strong RMDBS, noSQL database experience

Strong technical skills PLSql, Unix, Preferred to have hands-on experience in Shell/Python/PowerShell Scripting.

Requires a bachelor’s degree or equivalent in education and experience plus three years of related experience.

At least 2 of the 3 years experience with the REDCap platform or similar data collection platform

Thorough knowledge of REDCap project design fundamentals and REDCap instrument development.

Knowledge of HTML, CSS, SQL, data type principles, basic programming fundamentals and client server model.

Experience in a university/medical center environment.

Job Type: Officer of Administration