Application Support Specialist

RightRez; Teletrabalho; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A technology company providing travel management solutions is looking for a Tier 1 Application Support Specialist. This full-time remote role involves providing first-line support to clients and internal stakeholders, efficiently diagnosing software issues, and ensuring excellent customer service. Candidates should have at least 1 year of experience in technical support or a relevant degree. The position offers a comprehensive benefits package, including health insurance and a retirement savings plan.

Serviços

Comprehensive Benefits Package

Retirement Savings Plan with company match

Paid Holidays

Personal Time Off

Flexible work environment

Qualificações

• At least 1 year of professional experience in a customer service/technical support environment.
• Strong aptitude for learning new technologies and software functionality quickly.
• Excellent problem-solving and detail-oriented mindset.
• Positive attitude and team-oriented approach.

Responsabilidades

• Serve as the primary point of contact for clients and Customer Success Managers.
• Manage and prioritize multiple support requests daily.
• Diagnose troubleshoot and resolve common software issues efficiently.
• Document categorize and escalate complex issues.
• Monitor clients' software setups and installation.
• Communicate with clients and stakeholders professionally.

Conhecimentos

Customer service

Technical support

Problem-solving

Time management

Organizational skills

Formação académica

Associates or Bachelor's degree in a related field

Descrição da oferta de emprego

This is a full-time remote role for a Tier 1 Application Support Specialist position. The application support Specialist is our first line of support for our clients. The Tier 1 Support Position will be responsible for daily support to RightRez clients and RightRez Customer Success Managers on RightRez software solutions managing incident severity as well as internal system alerts.

You will be joining a small company that creates and provides automated air travel booking and management technology to an array of leisure and commercial travel firms around the world. Current clients include EF Education Grand Circle Travel Gate 1 AAA Carnival and many more.

Key Responsibilities

• Serve as the primary point of contact crafting the first line of communication and providing excellent customer service initial assessment and technical support for RightRez Customer Success Managers and clients via email and internal ticketing systems.
• Manage and prioritize multiple support requests daily ensuring timely communication and meeting service level deadlines.
• Efficiently diagnose troubleshoot and resolve common software issues based on established documentation and internal knowledge base.
• Accurately document categorize and **escalate** complex or unresolved issues to the Tier 2 Support team.
• Daily monitoring of clients RightRez software setups
• Installation of RightRez software including new client setup and general software releases
• Communicate directly with clients and internal stakeholders in a professional clear and empathetic manner.
• Participate in the nights and weekends on call rotation.

Benefits You Will Enjoy

• Comprehensive Benefits Package that will include Medical Dental and Life insurance plans
• Retirement Savings Plan with company match
• Paid Holidays
• Personal Time Off
• Flexible work environment

Requirements

• At least 1 year of professional experience in a customer service/technical support environment or an Associates or Bachelors degree in a related field
• Strong aptitude for learning new technologies and software functionality quickly.
• Excellent problem-solving and detail-oriented mindset.
• Positive attitude and team-oriented approach to customer satisfaction.
• Ability to work independently utilizing time management and organizational skills to manage multiple tasks and prioritize while consistently meeting deadlines.
• Familiarity with basic database concepts and ticketing systems.

Key Skills

• Children Activity
• Access Control
• Human Resources Administration
• Government
• Actuary
• Hydraulics

Employment Type: Remote

Experience: years

Vacancy: 1