Application Support Engineer - Remote

at  LauraMac LLC

Job Summary: We are seeking a detail-oriented and proactive Application Support Specialist to join our team. In this role, you will provide technical support for our software applications, ensuring smooth operation and high user satisfaction. You will communicate directly with clients to understand their issues and collaborate with cross-functional teams to troubleshoot issues, implement solutions, and enhance application performance.

QUALIFICATIONS:

• Ability to normally work between the hours of 10AM – 6PM Pacific Standard Time
• Proven experience in application support or a similar role.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

• Technical Support: Respond to and resolve application-related issues reported by client users, including software bugs, system enhancement requests, performance problems, and usability concerns.
• Documentation: Create and maintain detailed documentation of application configurations, troubleshooting procedures, and knowledge base.
• Collaboration: Work closely with developers, QA teams, and other IT staff to identify and implement enhancements and updates.
• Incident Management: Utilize ticketing systems to log, track, and manage support requests, ensuring timely resolution and communication with users.
• Testing & Quality Assurance: Assist in testing bug fixes, new features and upgrades, ensuring they meet business requirements before deployment.
• Customer Service: Provide exceptional customer service, maintaining a positive relationship with users while addressing their concerns and feedback.