Application Support 1

What your day-to-day will look like:

• Diagnose, troubleshoot and resolve issues while providing exceptional service.
• Understand our Prism, Classic, and other application platforms with the ability to communicate how it relates to the customer, and how it can drive them to success.
• Manage a queue of assigned tickets while taking incoming calls/chats and delivering outbound responses through call backs and ticket updates.
• Develop and maintain a strong level of knowledge of the product offerings that you will be supporting.
• Document all interactions with our customers and create thorough trails for others to follow.
• Use problem solving skills, product knowledge, and experience to resolve tickets submitted by end users and determine when to escalate for further investigation and resolution.
• Provide timely, accurate, and complete responses to all inquiries both internally and externally.
• Work independently, while also collaborating with peers and others within the support team.

Required Qualifications:

• 3-5 years of demonstrated experience supporting multiple SaaS products
• Strong troubleshooting skills and ability to navigate challenging customer conversations
• Excellent written and verbal communication skills
• Proven ability to prioritize and manage a varied queue of customer escalations
• Experience in customer service role
• Ability to work both independently and as part of a team
• Commitment to getting things done and taking ownership

Preferred Qualifications:

• Experience as a subject matter expert in multiple product offerings