Application Support Specialist-Duncan Solutions, LLC

Business Processing Solutions; Philadelphia (Philadelphia County); On-site; USD 45,000 - 65,000; Full time

Job summary

Join a leading transportation management company as an Application Support Specialist in Philadelphia, ensuring end-users have seamless experiences with custom applications. Your role includes troubleshooting, providing technical support, and documenting user issues. This full-time position demands strong communication skills, a customer-centric approach, and effective collaboration within teams.

Benefits

Medical, Dental, & Vision Insurance

Company Paid Life and AD&D Insurance

401(k) with Employer Match

Paid Time Off including 9 Company Holidays

Qualifications

• At least 1-year of experience in a technical support, help desk, or application support role.
• Demonstrated ability to support custom or proprietary software applications.
• Strong interpersonal skills with a patient, customer-centric approach.

Responsibilities

• Provide Tier 1/Tier 2 technical support via multiple channels.
• Diagnose, troubleshoot, and resolve application-related issues.
• Collaborate effectively with colleagues and project managers.

Skills

Communication

Problem Solving

Technical Support

Customer Service

Education

Some College/Associates

Tools

Remote Desktop Client

Ticketing system software

Job description

Duncan Solutions, LLC, a subsidiary of Business Processing Solutions, LLC, is a full-service transportation management company and a leading provider of parking and tolling management solutions. We support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, and integrated on-street parking management services.

POSITION SUMMARY

We are looking for a motivated and customer-focused Application Support Specialist to join our team in Philadelphia. This role is crucial for ensuring our end-users have a seamless experience with our technology, including our suite of custom-built applications. As the first point of contact, you will provide essential front-line technical support, troubleshoot issues, and collaborate closely with various teams to drive solutions. This is a full-time, onsite position requiring daily presence in our Philadelphia office.

WORK LOCATION

1101 Market StreetJefferson CenterPhiladelphia, Pennsylvania19107

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide timely and effective Tier 1/Tier 2 technical support to end-users for our custom applications via multiple channels (ticketing system, email, phone, in-person).
• Diagnose, troubleshoot, and resolve application-related issues reported by users, ensuring clear and empathetic communication throughout the process.
• Accurately document user issues, troubleshooting steps, and resolutions within our ticketing system and knowledge base.
• Escalate complex technical issues to development teams or other senior support staff, providing detailed information for efficient resolution.
• Collaborate effectively with colleagues, developers, QA testers, and project managers to identify root causes and implement solutions.
• Assist in creating and maintaining user documentation, FAQs, and training materials for custom applications.
• Identify trends in user-reported issues to proactively suggest application improvements or training opportunities.
• Participate in testing new application features or updates before release.
• Maintain a high level of professionalism and customer service in all interactions.
  
• Other duties as assigned.
  
  

EDUCATION / EXPERIENCE / SKILLS

Some College/Associates

• Additional experience above the required minimum may be substituted for education requirements

Must Have

• At least 1-year of experience in a technical support, help desk, or application support role, directly assisting end-users.
• Demonstrated ability to troubleshoot and support custom or proprietary software applications.
• Exceptional communication skills (both written and verbal) with the ability to explain technical concepts clearly to non-technical users.
• Strong interpersonal skills with a patient, customer-centric approach.
• Excellent problem-solving and analytical abilities.
• Proven ability to collaborate effectively within a team environment and across departments.
• Self-driven and proactive, with the ability to manage time effectively and prioritize tasks in a fast-paced environment.
• Must be able to work onsite daily at our Philadelphia office.

Desired

• Voice and data communication cabling and equipment.
• Remote Desktop Client and Remote Assistance technologies
• Software application support

DECISION-MAKING LATITUDE

• Troubleshooting and Issue Resolution
  • Determining the best course of action to diagnose and resolve technical issues reported by end-users, potentially including the use of specific tools or procedures.
• User Training and Guidance
  • Deciding on the most effective methods to train users on the application, which may include creating tutorials, documentation, or conducting one-on-one training sessions.
• Prioritizing Support Requests
  • Making independent judgments about the urgency and impact of different support requests to ensure timely resolution, and potentially escalating complex issues.
• System Configuration and Maintenance
  • Having some level of control over configuring and maintaining aspects of the application or related systems, like setting up user accounts or managing access rights.
• Documentation and Knowledge Base
  • Contributing to or creating documentation and knowledge base articles to help users solve common problems independently.

PHYSICAL DEMANDS/WORKING CONDITIONS

• Mobility: Frequently required to move about, traverse, or walk between different buildings, floors, or work areas to reach end-user locations.
• Stamina: Must be able to stand and walk for extended periods while providing on-site support or moving between locations.
• Carrying Equipment: May be required to lift, carry, or transport IT equipment (e.g., laptops, peripherals, tools) weighing up to [e.g., 25-50] pounds between locations.
• Pace: Ability to move efficiently between user locations to respond to support requests in a timely manner.
• Environmental Conditions: May be exposed to various weather conditions while walking between buildings or different sites.

SUPERVISORY RESPONSIBILITIES

None

ADDENDUM

COMPENSATION & BENEFITS

Business Processing Solutions, LLC offers a professional environment, stability, upward mobility, and a wide breadth of benefits.

We offer our full-time regular employees who meet eligibility criteria the following:

• Medical, Dental, & Vision Insurance
• Healthcare & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contribution
• Company Paid Life and AD&D Insurance
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program (EAP)
• Business Travel Accident Insurance
• Corporate Travel Discounts
• Bonus & Incentive Compensation Programs
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor)

Paid Time Off including:

• 9 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Bereavement

Other Voluntary Benefits:

• Life and AD&D Insurance
• Critical Illness
• Accident Insurance
• Identity Theft Insurance
• Pre-paid Legal Insurance

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees are required to perform duties outside their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This job description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.