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  • Location

    Atlanta, Georgia

  • Job title:

    Application Support Specialist

  • Sector:

    Technology

  • Job type:

    Direct Hire

  • Job ref:

    6670

The Technical Application Support Specialist is responsible for level 2 support of the GoFan digital product suite. This role works collaboratively between several teams including product management, engineering, and customer success. The successful candidate will be energetic, client centric, self-motivated, and detail oriented. They must have technical aptitude and a desire to learn. The right candidate must be available to work occasional evenings and weekends or respond to after-hours calls based on customer needs.

The role will provide operational support for critical delivery issues, triaging reported problems and recommending optimal fixes. The ideal candidate possesses an innovative approach to technical product support, an entrepreneurial spirit, and a deep understanding of the digital platforms. He/she can work with a diverse group of individuals, and possesses an orientation to delivering optimal customer outcomes.

Job Duties:

  • Work closely with our customers and support organization to troubleshoot customer problems, document issues and assist our field sales team.
  • Serve as a primary point of escalation between Product Management and Customer Success teams to triage, escalate and resolve product issues impacting all customer segments.
  • Support operational and finance teams on triaging issues and reporting resolutions through Jira
  • Engage frequently with product managers and platform developers to participate in technical deep dives, provide clarifications, and validate implementations
  • Participate in functional testing sessions to uncover platform issues

Required Skills and Experience:

  • 3+ years of technical help desk, level 2 technical support, and software industry experience.
  • Solid knowledge of web-based application concepts and architecture.
  • Experience with searching log files, JSON responses and data tables.
  • Familiarity with REST API concepts a big plus.
  • Superior written and verbal communication skills are a must.
  • Great organizational skills.
  • Great Computer skills. Know your way around MS Office (especially Outlook, Word, and Excel).
  • Must be able to work in a fast-paced technical environment and support a product with frequent product releases and regular maintenance updates

 

Applicants for employment must have valid work authorization for employment in the US.

Education: Bachelor’s Degree CIS or similar degree preferred


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A Human Approach to Staffing

Our Company is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment which is free of harassment, discrimination, or retaliation because of sex, gender, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by federal, state, or local laws. The Company is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.