Waterford Technologies Looking for Application Support Specialist at Remote Full Time

Application Support Specialist.
Waterford Technologies – Remote

June 2022

The primary responsibilities of an Application Support Specialist with Waterford Technologies are centered around our customer experience. Our customers require, expect and are entitled to extraordinary customer service, it is one of our key differentiators and is a core value of our business. This role reports into the Support Manager and responsibilities are detailed below.

This role will be based in our Waterford office.

Level 23 Support.

The Application Support Specialist will be responsible to supply Level 23 support to our clients.

This support includes resolving escalated technical support cases, product installations & upgrades, bespoke client projects or any other duties as assigned by the Global Support Manager.

Escalation Procedures

The Application Support Specialist will be responsible for ensuring that the company escalation procedures are adhered to where the immediate support cannot quickly address a customers’ issue.

Support Team.

Waterford Technologies Support Team is a Global team that currently consists of members based in Ireland, UK & USA. All team members are expected to take any cases from any geographical location where practicable. There may be a requirement to work non-standard hours to ensure the highest standards of customer care.

The Application Support Specialist responsibilities include:

• Ensuring that the scheduling of support and project tasks is carried out in an efficient and balanced manner, communicated clearly to our customers and partners, and are aligned with business and sales needs.
• Supply an exceptional and consistent application support service to our clients.
• Deal with clients and fellow team members in a polite and professional manner
• Ensure that clients and fellow team members are updated re technical cases in a timely manner where appropriate.
• Ensure that all work is documented correctly as per existing procedures.
• Be proactive with case load assignments
• Help and mentor junior team members

Application Support Specialist core requirements:

• Minimum 5 years’ experience in supporting software applications in a customer facing role
• IT degree
• Good knowledge of and experience in a broad range of technologies including: MS ExchangeO365, SQL Server, Windows OS, SAAS applications, Storage, Archiving, File systems, Cloud technologies.
• Industry certifications a plus
• Able to work independently and efficiently to meet deadlines.
• Able to promptly answer support related email, phone calls and other electronic communications.
• Self-motivated, detail-oriented and organized.
• Good communication (oral and written), interpersonal, organizational, and presentation skills.

• Career planning:

It is our goal to provide our employees with meaningful work and a clear professional growth path. As such career planning are of paramount importance to us. Reviews: *
Our goal will be to get to individual quarterly performance reviews. These will be standardized, objective and will aim to drive personal and professional growth within the team as well as ensuring that the team can meet the support needs of the business

Job Type: Full-time

Pay: $40,000.00 – $80,000.00 per year

Benefits:

• Health insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

Education:

• Bachelor’s (Required)

Experience:

• Technical Support: 5 years (Required)

Language:

• English (Required)

Work Location: Remote