Application Support Specialist

Job Summary:

We are seeking a detail-oriented and customer-focused Application Support Specialist. In this role, you will serve as the first point of contact for our customers, The ideal candidate will be responsible for troubleshooting and resolving user issues, providing product guidance, and ensuring a high level of customer satisfaction.

Key Responsibilities:

• Respond to customer inquiries via phone or support ticketing system.
• Diagnose and troubleshoot software issues, replicating problems where necessary.
• Provide step-by-step help, both written and verbal.
• Collaborate with internal teams (development, Project team members) to escalate and resolve complex issues.
• Maintain accurate and detailed records of user interactions and problem resolutions in the support system.
• Assist with QA testing of software updates.
• Document common issues and create support knowledge base articles and FAQs.
• Suggest improvements to processes and services based on customer feedback.
• Stay current with new product features and updates to provide informed support.

Job Type: Full-time

Pay: $48,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Work Location: Hybrid remote in Rolling Meadows, IL 60008