Application Support Specialist

Orbus Software; New York (NY); Hybrid; USD 105,000 - 125,000; Full time

Job summary

Orbus Software is seeking an empathetic Application Support Specialist to enhance user experience for their flagship SaaS platform. The role involves troubleshooting technical issues, providing exceptional customer service, and collaborating with various teams to ensure service excellence. This position offers a hybrid working model and competitive salary, fostering a culture of growth and empowerment.

Benefits

Competitive salary and benefits

Individual performance bonus

Hybrid working model

Supportive growth environment

Qualifications

• Minimum 2 years of experience in an application support role.
• Strong understanding of cloud computing concepts, particularly Microsoft Azure.
• Experience in ITIL aligned application support service desk environment.

Responsibilities

• Provide timely and accurate application support to customers via Zendesk.
• Diagnose and resolve a wide range of technical issues related to the SaaS platform.
• Collaborate with Software Development and Product Management teams.

Skills

Problem-solving

Analytical skills

Communication

Cloud computing

RESTful APIs

Education

ITIL Foundation certification

Tools

Microsoft Azure

Microsoft 365

SharePoint

Windows Server

SQL Server

IIS

Job description

We are seeking an empathetic, highly motivated and detail-oriented Application Support Specialist to join our team in supporting our flagship SaaS platform, built on Azure and Microsoft 365. In this role, you will be responsible for providing support to our customers and internal stakeholders, troubleshooting technical issues, ensuring a positive user experience and driving positive change through continual improvement.

What you'll do :

• Provide timely and accurate application support and exceptional customer service to customers via Zendesk, keeping them informed throughout the ticket lifecycle.
• Diagnose and resolve a wide range of technical issues related to the SaaS platform and other applications.
• Work collaboratively with our Software Development, Product Management, Customer Success, and Account Management teams to escalate complex issues and identify solutions.
• Document and maintain knowledgebase articles and internal documentation in-line with a knowledge centred service (KCS) methodology.
• Continuously learn and stay up-to-date on the latest features and functionalities of our applications, and related Azure functionality.
• Act as cover for the global internal IT team where local, hands-on support is required (i.e. hardware support)

What you will need to be successful :

• Minimum 2 years of experience in an application support role.
• Excellent problem-solving and analytical skills, with strong communication skills and the ability to influence both internal stakeholders and customers.
• Strong understanding of cloud computing concepts, particularly Microsoft Azure.
• Working knowledge of supporting and administering Microsoft 365, SharePoint & Entra ID / Azure AD.
• Demonstrable knowledge and experience of troubleshooting support incidents using RESTful API's.
• Strong understanding of Windows Server, SQL Server, and IIS.
• Experience working within an ITIL aligned application support service desk environment - ITIL Foundation certification is a bonus

What's in it for you!

• A massive opportunity for you to develop your skills and knowledge in a supportive environment that thrives on growth and change.
• Competitive salary and benefits (in line with experience)
• Individual performance bonus
• Hybrid working model, 3 days in the office and 2 days at home
• Curious, open culture, with teams collaborating across geographies

Living our Values at Orbus

Trust : We build trust across our people, customers and partners through honesty, transparency and communication.

Empowerment : We empower our customers and our people with growth, development and experience

Clarity : We provide clarity and sense of purpose, focused on helping everyone achieve success and forging a clear vision of the future

Harmony : We work as one team, collaborating closely so we can sustainably change and grow

Find your place at Orbus - We're a diverse and inclusive workplace that promotes a sense of belonging allowing all of our people to bring their whole selves to work every day.

Recruitment Companies - Thank you for your interest in our roles - we do not accept unsolicited CVs from recruiters or employment agencies. We will not consider or agree to payment of any referral compensation or recruiter fee relating to any unsolicited CVs.

Offers of employment will be dependent on satisfactory references and background checks

Department Customer Support Locations New York Remote status Hybrid Yearly salary $105,000 - $125,000 Employment type Full-time

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