Product Specialist

ASB Resources; Trenton (NJ); On-site; USD 42,000 - 64,000; Full time

Job summary

ASB Resources is seeking a detail-oriented technical and application support professional in New Jersey. The role focuses on providing Tier 1 support for division applications and serving as the first point of contact for service requests.

You will review requests, collect information, route issues to correct resources, escalate when needed, and document resolutions. The role reports to the Support Manager and involves knowledge base updates and user acceptance testing.

Qualifications

• Experience providing Tier 1 support for applications and services.
• Strong communication and customer service skills.
• Ability to document issues and resolutions clearly.
• Familiarity with knowledge bases and routine service requests.

Responsibilities

• Provide Tier 1 support for Division applications
• Provide first level contact for incoming service requests
• Review incoming service requests for knowledgebase solutions
• Collect information from user for service requests
• Track, route and redirect unresolved service requests to correct resources
• Escalate complex issues to Tier 2 Service Desk resources
• Provision application access
• Identify and Route Data Exceptions
• Walk users through problem solving steps
• Convey resolutions of service requests to users
• Resolve and Close low-level service requests
• Perform proper recording and documentation of activities and solutions
• Perform periodic knowledge base review
• Perform user access audits
• Perform user acceptance testing
• This role will report through the Support Manager

Skills

Tier 1 support

First level support

Customer service

Problem solving

Documentation

Job description

the candidate will perform technical and application support functions including, but not limited to:

• Provide tier 1 support for Division applications


• Provide first level contact for incoming service requests


• Review incoming service requests for knowledgebase solutions


• Collect information from user for service requests


• Track, route and redirect unresolved service requests to correct resources


• Escalate complex issues to Tier 2 Service Desk resources


• Provision application access


• Identify and Route Data Exceptions


• Walk users through problem solving steps


• Convey resolutions of service requests to users


• Resolve and Close low-level service requests


• Perform proper recording and documentation of activities and solutions


• Perform periodic knowledge base review


• Perform user access audits


• Perform user acceptance testing

This role will report through the Support Manager