Job Description
We are looking for an Application Support Analyst to assist our nationwide and global clients. If you’re interested in joining a small, highly collaborative, and supportive team that values innovation and customer service, we want to hear from you!
The role will provide first line technical and application support to customers and business partners. This position is an Entry-Level position on our Customer Support Team, which provides products support to customers globally.
This position requires a customer service-minded individual possessing the ability to work independently, multitask by prioritizing and managing their own workload, to ensure prompt service and end-user issue resolution.

Responsibilities

• Deepen understanding of our products and solutions.
• Onboard new customers - Account setup, configuration, and integrations.
• On-line training for new and existing customers.
• Provide technical assistance, application support, and advice to customers for hardware, software, and connectivity.
• Prep and test new computer systems.
• Investigate, identify, and resolve application-related issues for customers.
• Communicate with technical and non-technical coworkers to research problems and find solutions.
• Create and escalate trouble tickets to Tier 2 Service Desk staff as needed to ensure resolution.
• Follow quality standards and demonstrate strong customer service skills.

Requirements

• A 4-year college degree is a plus.
• At least one year of previous IT Service Desk and/or Call Center experience is highly desirable.
• Basic knowledge of PC hardware and Windows OS is required. Experience troubleshooting Windows-based systems is a big plus.
• Experience working with Zendesk is advantageous.
• Experience in troubleshooting computers, networks, and software is a plus.
• Ability to work effectively in a team environment.
• Strong communication skills, both written and spoken.
• Diagnose and coordinate product repairs by dispatching and tracking the work of appropriate service providers.
• Research and update reference publications and diagnostic tools as needed to find information necessary to resolve end-user issues.
• Ability to support users with limited knowledge of computers, software, hardware, and systems.
• Experience in incident management, including managing incidents, setting business expectations, and communicating.
• Self-motivated achievers who find satisfaction in providing excellent customer service.

Job Type: Full-time
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year

Education:

• High school or equivalent (Required)

Experience:

• customer support: 1 year (Preferred)
• troubleshooting computers, networks, and software: 1 year (Required)

Ability to Commute:

• Calabasas, CA 91302 (Required)

Work Location: Hybrid remote in Calabasas, CA 9130

• Deepen understanding of our products and solutions.
• Onboard new customers - Account setup, configuration, and integrations.
• On-line training for new and existing customers.
• Provide technical assistance, application support, and advice to customers for hardware, software, and connectivity.
• Prep and test new computer systems.
• Investigate, identify, and resolve application-related issues for customers.
• Communicate with technical and non-technical coworkers to research problems and find solutions.
• Create and escalate trouble tickets to Tier 2 Service Desk staff as needed to ensure resolution.
• Follow quality standards and demonstrate strong customer service skills