Description:
As an Application Support Technician, you will be a vital part of our swarm support model, where customer satisfaction is our top priority. Your role is pivotal in ensuring that every interaction our customers have with our team leaves them with exceptional experience. You will work collaboratively with your peers to diagnose and resolve customer issues, contributing to shared knowledge within the team, and engaging with cross-functional teams to address complex challenges.
We are seeking a customer-centric professional who is passionate about delivering outstanding support and creating positive experiences for our JobBOSS² Manufacturing customers. Your ability to listen, understand, and respond effectively to customer needs will be key to your success in this role.
Key Focus Areas
- Customer-Centric Support: Ensure every customer interaction results in a positive and memorable experience. Prioritize customer satisfaction by delivering timely, accurate, and empathetic support. Application support Technicians will provide support through email, phone calls or live chat.
- Swarm Collaboration: Act as an integral part of a swarm team, working closely with other support analysts to resolve customer issues efficiently. Share knowledge and expertise within the team to enhance collective problem-solving and service delivery.
- Technical Expertise: Leverage your deep technical knowledge of the ERP products you support to provide expert guidance and resolution. Stay current on evolving product functionality to offer informed and effective support.
Daily Responsibilities
- Customer Support: Provide frontline support by responding to customer inquiries, diagnosing software issues, and ensuring a timely and empathetic resolution of customer requests. Handle incoming phone calls, self-service cases, email or chat customer interactions.
- Swarm Collaboration: Collaborate within the swarm support model to resolve customer issues efficiently and effectively. Actively participate in team discussions and share insights to continuously improve customer support.
- Product Expertise: Serve as a knowledgeable resource within the swarm, staying current on evolving product functionality and new releases.
- Cross-functional Collaboration: Work closely with cross-functional teams to address software defects, enhancement requests, and customer concerns.
- Customer Follow-up: Ensure timely and thorough follow-up with customers on outstanding issues. Provide clear, concise, and empathetic communication to keep customers informed throughout the resolution process.
Minimum Requirements
- Experience: 4+ years of experience in software/application support, bonus if with ERP or supply chain-related software products. Experience in troubleshooting complex technical issues, including those involving code, data, and environmental components.
- Communication: Strong verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders. Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines while maintaining a focus on customer satisfaction.
- Problem-Solving: Excellent analytical and troubleshooting skills with a focus on delivering solutions that enhance the customer experience. Strong decision-making capabilities.