Application Support Specialist

Talentoma; Georgia; A distancia; USD 52.000 - 77.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Descripción de la vacante

Talentoma is hiring an Application Support Specialist for a fully remote role based in the United States, with Georgia as the home work location. The position focuses on helping users resolve everyday business application problems via Freshservice and Splashtop, restoring reliable app usage through careful investigation and approved troubleshooting.

You will work within the technical support team, under an application support team lead, collaborating with users, application administrators, and

Formación

• High school diploma or equivalent.
• 1–2 years of application support or related help desk experience preferred.
• Ability to follow troubleshooting steps and explain findings clearly.
• Familiarity with ticket workflows and remote support sessions.

Responsabilidades

• Review incoming tickets and emails, identify the app, and prioritize requests.
• Reproduce problems and distinguish local vs. widespread issues.
• Observe behavior with Splashtop and explain actions before proceeding.
• Maintain accurate ticket histories in Freshservice with symptoms and actions.
• Escalate unresolved issues with clear reproduction steps to senior staff.
• Follow up with users and keep statuses up to date until resolution.

Conocimientos

Remote support

Clear communication

Ticketing process

Educación

High school diploma

Herramientas

Freshservice

Splashtop

Descripción del empleo

Job Title: Application Support Specialist

Monthly Pay: $4,696 - $6,942 USD per month

Summary

Working with an IT help desk such as Freshservice and a remote support tool such as Splashtop, you help users resolve everyday business application problems. This specialist role focuses on restoring reliable application use through careful investigation, approved troubleshooting, and clear explanations. You sit within the technical support team, work under an application support team lead, and collaborate with users, application administrators, and senior support specialists. This is a fully remote position offering work from home in Georgia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Review incoming application support tickets and user emails, identify the affected application, and prioritize requests using established urgency and impact guidelines.
• Reproduce reported problems where practical, compare application behavior with support guidance, and distinguish individual setup issues from problems affecting multiple users.
• Use a remote support tool such as Splashtop, with user permission, to observe application behavior and explain each troubleshooting action before proceeding.
• Maintain accurate ticket histories in an IT help desk such as Freshservice, including symptoms, actions attempted, results, ownership, and the next expected update.
• Escalate unresolved errors, repeated failures, or wider interruptions to senior support specialists or application administrators with clear reproduction steps and supporting observations.
• Follow up with users and assigned support contacts when information or action is outstanding, keeping ticket status and expected next steps current.
• Confirm that the application works for the user before closing the ticket, and suggest updates to support instructions when existing guidance proves unclear.
• Meet quality expectations for diagnostic accuracy, timely responses, complete notes, appropriate escalation, and consistent follow-up through resolution or an accepted handoff.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of application support, software support, or related help desk experience preferred.
• Ability to follow troubleshooting procedures, recognize recurring symptoms, and explain what the available evidence supports without guessing.
• Familiarity with ticket workflows and remote support sessions, including careful note taking and appropriate handling of user information.
• Clear written and verbal communication for explaining technical steps to users with different levels of application knowledge.
• Ability to balance active requests, maintain ownership, and recognize when an issue needs more experienced support.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for focused remote support conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times; Authorization to work in the United States.
• Fully remote work from home in Georgia, United States, with desk-based responsibilities centered on application support.
• Structured onboarding and training on an IT help desk such as Freshservice and a remote support tool such as Splashtop.
• Regular check-ins with the application support team lead to review cases, clarify priorities, and discuss development.
• Build practical skills in application troubleshooting, root cause analysis, software documentation, and clear user guidance.

Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.