<p>The Application Support Specialist role works across teams, product lines and in multiple internal platforms (Zendesk, Jira, and others) to triage, develop solutions for, solve, and communicate about technical support issues coming from Fabric customers. The individual taking on this role will start out focusing on our Engagement Suite of Products specifically and due to the nature of those products will be asked to use basic software development knowledge and skills to execute on support requests. </p><p>Prioritizing product technical issues in a fast-paced, rapidly changing environment like Fabric requires excellent communication skills and coordination to provide Fabric’s clients with quality, timely resolution to issues. In addition to real time problem solving and ticket execution, this role is positioned to identify user experience themes across clients for the Product and Engineering teams’ evaluation. It is crucial to maintain a deep knowledge of Fabric’s changing technologies and products. Other duties as assigned.</p><div><br /></div><p>What youll do</p><ul><li><p>The majority of your time will be spent managing daily technical support activities including triaging tickets, determining the best solution for tickets, executing on ticket tasks, communicating updates to customers on status of tickets, joining calls to discuss the issues you are solving, and escalating tickets to other engineering teams.</p></li></ul><div><br /></div><div>Other responsibilities include:</div><ul><li><p>Acting as a client advocate with a variety of internal Fabric teams </p></li><li><p>Helping to maintain and enhance the Fabric knowledge base, ticketing, and ticket reporting systems </p></li><li><p>Providing communication and analysis to key internal and external stakeholders </p></li><li><p>Helping to maintain user training materials, user guides, workflow diagrams and support documentation. </p></li></ul><div><br /></div><div>Required skills/abilities</div><ul><li><p>BA/BS degree</p></li><li><p>5+ years of experience or training in an application specialist, software engineering or SaaS implementation focused role </p></li><li><p>3+ years of experience using popular programming languages and databases (such as JavaScript and  MongoDB/MySQL)</p></li><li><p>3+ years of experience working in a similar customer &lt; &gt; ticket oriented role, where technical tickets are raised from customers, and you are responsible for finding a solution to them</p></li><li><p>2+ years of experience communicating directly with customer stakeholders in a professional environment </p></li><li><p>Experience working directly in Zendesk and Jira is a large plus </p></li><li><p>Background in healthcare technology and/or hospital systems is a large plus</p></li></ul><div><br /></div><p>Professional competencies</p><ul><li><p>Must enjoy creative and collaborative problem solving</p></li><li><p>Possesses a collaborative style across different types of individuals with a variety of different backgrounds, skills and communication styles</p></li><li><p>Communicates clearly and concisely and is able to be the translator between a customer and more technical internal stakeholders </p></li><li><p>Customer centric attitude </p></li><li><p>Flexible - can change direction on a dime</p></li><li><p>Exhibits grace under pressure with ability to multitask </p></li></ul>

Fabric

Similar Remote Jobs