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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