Application Support Specialist

Joining Synergex means navigating the career you desire with you in the driver seat. Working alongside other talented and creative minds, your contributions will serve to keep our clients on the cutting edge of technology. Through our expert consulting services, our ever-evolving comprehensive suite of products, and our top-notch developer support, Synergex ensures every single one of our customers – from global Fortune 100 companies to local businesses – has the tools and support needed to take their business to the next level. This is what we’ve been doing for over 45 years, and none of it would be possible without our awesome team – and that’s where you come in.

The Synergex Application Support Team is looking for an Application Support Specialist.

As an Application Support Specialist, you will partner with team members to help Synergex provide top tier support for our customers applications. You will do this by managing support cases, taking customer calls, writing documentation, and working with developers on new features and bug fixes.

Job Description:

The Application Support Specialist provides exceptional application support to Synergex customers worldwide. Responsible for the day-to-day management of support cases, customer application updates, writing documentation for internal and customer use, ensuring that support cases are responded to and resolved according to Service License Agreements (SLAs).

Requirements

Essential Duties and Responsibilities

• Have superior customer centric focus with a proven ability to thoroughly resolve customer inquiries via phone, video calls, ticketing system, and email.

• Identify, research and resolve application and technical issues related to supported applications.
• Identify and escalate cases requiring a higher level of support
• Document, track and monitor issues in company provided application to ensure timely resolutions, meeting or exceeding customer SLAs.
• Perform quality assurance (QA) on documented bugs and new functionality.
• Learn new applications and business domains to expand professional knowledge
• Ability to multitask, prioritize and perform effectively under tight deadlines and time constraints.
• Expected to be self-directed, self-motivated, able to establish priorities and to work both independently and in a team environment.
• Expected to contribute to a technical knowledge base and write technical documentation for internal use and write technical/instructional documentation for customers
• Demonstrate patience, adaptability, and resourcefulness in all interactions with internal and external stakeholders
• Participate in a rotating after-hours support schedule, including nights and weekends.
• Infrequent travel may be required when providing onsite support of software.

Job Requirements

Must haves:

• High school diploma, GED, or equivalent.
• 1 to 3 years' experience with Application/Customer Support.
• Knowledge and experience with basic computer functions and systems (Windows).
• Knowledge and experience with Microsoft Excel and Word applications.
• General knowledge of programming concepts, software development cycles (SLDCs) and associated tools and platforms.
• Excellent communication skills, both verbal and written; strong interpersonal skills.
• Ability to understand application issues and articulate industry operational/technical solutions.
• Strong prioritization skills.
• Exceptional customer service skills.

Nice to haves:

• Experience in end-user support in a help desk environment.
• Software application installation experience.
• Familiarity with one or more general purpose programming languages including but not limited to: Synergy.

Job Essential Functions

Work Location

• In-Office & Hybrid Options: Opportunities to work in the office or a combination of remote and in-office (hybrid) are also available based on preference and business needs.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Prolonged Periods of Sitting or Standing: Ability to sit or stand at a desk workstation for extended periods during the workday.

• Manual Dexterity: Proficient use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Visual Abilities: Adequate vision to read and interpret data on computer screens and printed materials.
• Hearing and Speech: Clear verbal communication skills for virtual meetings and phone conversations; ability to hear and understand spoken information.
• Cognitive Functions: Ability to concentrate, analyze data, and make decisions with minimal distractions in a remote work environment.
• Minimal Physical Exertion: Occasionally lifting or moving items up to 10 pounds, such as laptops or office supplies.

Synergex is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

The base salary hiring range for this position is $45,000 - $60,000

Benefits

What Makes Synergex Awesome? Synergex has created a positive, vibrant culture that celebrates initiative and promotes creativity and autonomy. We have established an environment of personal growth through our support of education and professional development and our onsite and remote wellness offerings.

We have:

• Loyal, enthusiastic customers who appreciate our role as their technology partner.
• A stable, profitable, long-standing business with a culture that values work-life balance.
• A variety of fun opportunities to connect with your coworkers both virtually and in-person.
• Access to employer-sponsored wellness programs.
• A comprehensive benefits package including: 
• Comprehensive health plan that includes medical, dental, and vision insurance. 
• Employer-paid long-term care, life, and AD&D coverage.  
• 13 paid holidays. 
• Generous time off with the ability for PTO to roll over year-to-year.