Technical Application Specialist - E10/Kinetic

Duties & Responsibilities

• Engage with customers via phone, email, and chat to diagnose technical or system issues, perform troubleshooting, and test and implement solutions. Escalate cases when necessary with comprehensive documentation.
• Follow standard procedures to investigate and resolve client-server application issues involving Microsoft SQL, web servers, network printers, and client printers.
• Utilize strong interpersonal and technical skills to resolve issues where standard procedures may not apply, ensuring a customer-focused approach at all times.
• Stay current with product updates and software changes to deliver accurate and efficient support.
• Assist customers with system setup, configuration, and the use of programming and integration tools for customizing and extending product functionality.
• Collaborate with internal departments such as Customer Experience and Sales to address cross-functional concerns and ensure customer satisfaction.
• Provide mentorship and guidance to other team members to foster continuous learning and improvement.
• Contribute to and utilize internal knowledge base articles and FAQs to promote efficient case resolution and knowledge sharing.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.
• Strong focus on customer experience and satisfaction.
• Solid understanding of system application fundamentals and related business processes.
• Demonstrated problem-solving and troubleshooting abilities.
• Experience working in a high-volume support environment.
• Familiarity with SaaS or e-Commerce platforms is a plus.

Qualifications

• 3+ years of relevant technical support experience.
• Industry-specific knowledge in financial, manufacturing, retail, or distribution processes.
• Proficiency with Microsoft SQL, ERP applications, and Windows Server
• Experience with database administration, software installation, and configuration.
• A collaborative mindset and eagerness to mentor and grow within a team environment.