Duration: 12 months to start

Fully Remote

Pay: $20- $28/hr W2

Job Overview

Provides support to end users of website and related applications on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls and emails for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
Makes routine and progressively more non-routine decisions independently, in accordance with established procedures and guidelines.
Responds to, diagnoses and resolves application problems and tickets arising from end user support requests.
Provides consultative support to employees or end users in resolving increasingly complex or escalated application issues in a timely fashion.
Communicates effectively and provides customer service at every touch point to internal stakeholders and escalates to management as needed.
Recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet those needs.
Listens to end user feedback to capture potential needs/opportunities for application enhancements and solutions.
Promptly opens tickets, checks and logs all calls on support activity and resolution in the incident management system.
Ensures all open tickets in incident management system are properly documented and closed after resolution validated, or properly assigned to
application support team to resolve.
Takes ownership of issues from initial report to eventual resolution leveraging other stakeholders and areas of the organization as needed.
Stays current with portfolio of applications and enhancements in order to provide technical support for product rollouts and/or existing offerings.
Collaborates with team members on best practices and learnings to ensure optimal service and support practices.
Executes tasks with urgency and escalates critical issues to management when required.

Additional Job Requirements

Carries out duties in compliance with all state and federal regulations and guidelines. Complies with all company and site policies and procedures.
Remains current in profession and industry trends.
Makes a positive contribution as demonstrated by: - Making suggestions for improvement – Learning new skills, procedures and processes.
Performs other duties as required.
Meets or exceeds departmental quality and service standards.
Works overtime as needed.

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