866-764-TECH(8324) · Subscribe to Application Solution Providers, Inc.News FeedSubscribe to Application Solution Providers, Inc.Comments

Software Application Support Representative – Minneapolis, MN

Position title:  Software Application Support Representative

Reports to: Customer Support Manager

Our Software Application Support Representatives provide support for our suite of staffing and recruiting software applications and their operating environments.  Customer support is delivered in a helpdesk environment via phone, email, and remote access software.  Helpdesk support includes answering application questions and troubleshooting data and systems issues.  The customer support team is an outgoing, casual, and hard working group focused on delivering top notch customer service.

Responsibilities include but are not limited to:

  • Provide Software Application support as a member of a customer support and services team
  • Research, respond, and resolve various technical questions and issues
  • Manage an ongoing caseload to ensure service levels are exceeded driving high levels of customer satisfaction
  • Learn Bond’s multiple software products and continue education through software releases
  • Collaborate with internal departments to escalate major technical issues and ensure each is properly addressed
  • Document all customer interaction and case activity in a CRM system
  • Use and grow the support knowledgebase to share knowledge collectively with the team and other departments in the company
  • Share the responsibility of an off-hours cell phone service for critical customer issues between the hours of 6p EST and 9p EST
  • Participate in the quality assurance testing of new software releases on occasion

 Required Skills:

  • Experience in a Software Application Support Center providing support for proprietary software applications and their operating environments. 
  • Experience working with Payroll and Accounting software systems
  • Windows operating system knowledge
  • Oracle and SQL Database table structure understanding
  • Strong communication skills both verbal and written to convey confidence, ability, and patience to customers
  • Strong attention to detail and troubleshooting capabilities to research and resolve support cases
  • Organization and ability to multi-task to manage case load to meet service level
  • Teamwork and collaboration to resolve cases and assist others when needed
  • Dedication to customer service
  • Must demonstrate ability to work independently
  • College degree

Desired Skills:

  • Experience in the Staffing/Recruiting Industry
  • Experience using customer relationship management tools
  • Writing/troubleshooting Crystal Reports and/or SQL Reporting Services reports
  • Working knowledge of Microsoft Office and Outlook 
  • Experience with quality assurance testing
  • Strong technical aptitude

Please include a cover letter with salary requirements.

 

Application Solution Providers, Inc. 866-764-8324

Application Solution Providers, Inc. 866-764-8324

Any software can be installed, maintained, and securely accessed from anywhere. Leverage the latest hosting technologies with a Digital Desktop.™ Consolidate and secure all your business applications and data in custom Hosted Environments.™

Your business applications and managed Application Hosting, Desktop Hosting, Web Hosting, Mail Hosting, Software as a Service (SaaS), Virtual Machines (VM), and Virtual Desktop Infrastructure (VDI) saves time and money.
 

For managed Application Consulting, Development, Marketing, Hosting, Support, and Training
Call 866-764-8324 · Send an email · Submit an Information Request

    Comments are closed.