Hybrid Application Support Specialist – Customer-Focused Tech

Exostar LLC; Herndon (VA); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Flexible time off

401(k) matching

Job summary

Exostar LLC is seeking an Application Administrator to support clients across multiple program solutions from its Herndon, VA office. The role focuses on second‑tier technical support, documentation, and root-cause analysis to restore service and prevent issues.

You will handle customer communications, work with operations, development, vendors, and QA, and contribute to continuous improvement while maintaining SOPs and on-call coverage. Hybrid work with some on-site presence is expected.

Qualifications

• 2+ years of experience in customer service, application administration, or a call center environment.
• Proficiency in Microsoft Office products.
• Strong verbal and written communication skills, including the ability to explain complex processes to customers.
• Comfort with—and genuine interest in—troubleshooting technical issues.
• The ability to thrive in a fast-paced environment where multitasking is essential.
• Ability to obtain and maintain Exostar Trusted Role status.
• Due to customer requirements, U.S. Citizenship is required. Ability to gain and maintain Trusted Role is required.

Responsibilities

• Providing top-notch customer service per Service Level Agreements (SLAs) as a subject matter expert on assigned applications
• Documenting and tracking issues; assisting in identifying root causes and corrective action resolutions
• Responding to all customers, partners and vendors quickly with professionalism and concern
• This includes maintaining effective queue management for cases escalated to higher-tier support
• Consistently meeting performance targets, goals and deadlines
• Supporting and executing Standing Operating Procedures (SOP) and associated processes
• This will include documentation of configuration and issue resolution (root cause analysis (RCA), corrective actions)
• Suggesting improvements and giving feedback on documented troubleshooting procedures
• Promoting a ‘continuous improvement atmosphere’
• Providing off-hours support (via mobile phone) of applications as part of a rotating schedule
• Only required for severity one issues

Skills

Customer service

Communication

Troubleshooting

Multitasking

Trusted Role

U.S. Citizenship

Tools

Microsoft Office

Job description

Exostar LLC is seeking an Application Administrator to support clients across multiple program solutions from its Herndon, VA office. The role focuses on second‑tier technical support, documentation, and root-cause analysis to restore service and prevent issues.

You will handle customer communications, work with operations, development, vendors, and QA, and contribute to continuous improvement while maintaining SOPs and on-call coverage. Hybrid work with some on-site presence is expected.