Job Description

Third Party Pet is seeking a sharp, process oriented, and experienced Application Support Specialist. In this role you will be responsible for installing, maintaining, and inspecting computer software and database systems by working closely with developers to ensure system consistency, and collaborate with administrators and clients to provide technical support and identify new requirements. You will provide consultation on design and implementation of web and Java-based applications, as well as provides troubleshooting of complex issues under high pressure with low tolerance for outages. You should also be able to manage user expectations, occasionally work off-hours to make changes to the infrastructure, and support a wide variety of skill levels and personalities.  Understand end-to-end data processes and flows and use that knowledge to design and implement data management solutions or application development recommendations. Provides business process, system support to ensure efficient processes and consistent data flows to business and stakeholders. Conducts testing and system validation to troubleshoot issues related data management and systems. Identifies and implements process improvements.

RESPONSIBILITIES:

• Provides guidance and leadership on applications and related services to departments, including reviewing system documentation, feasibility, design, testing, training and implementation.
• Answer user inquiries regarding technical issues to resolve problems
• Use technical and business knowledge to proactively manage and conduct analysis, diagnosis, and resolution of technical support cases
• Provide first level support to end users; triage requests; escalate to other team members; and follow up with end users to ensure their issues are addressed and resolved in a timely manner
• Answer inbound support calls and triage all support inquiries; escalate to engineering and/or team management when appropriate based on severity and priority
• Assist in support during hours of operations and off-hour production emergencies
• Monitor system and application performance on a regular basis to help identify and resolve issues
• Ongoing contributions to the software support procedural handbook; developing and refining production support workflows
• Provide excellent customer service and attention to users’ needs utilizing all available resources to complete tasks to 100% satisfaction
• Be the first point of contact for internal stakeholder concerns related to technical issues and represent their needs to the product and engineering teams
• Become an expert and trusted resource for answers regarding product functionality
• Works in conjunction with IT Department to analyze and resolve problems associated with technical applications and recommends solutions for changing needs.
• Coordinates the resources needed to meet client and/or business objectives related to software applications.
• Performs other related duties as assigned.

Qualifications

• Bachelor’s degree in computer science or a closely related field required
• At least 2-3 years of experience working as an Application/Software Support Specialist, Technical Support Specialist, or similar
• Ability to diagnose and troubleshoot basic technical issues
• SQL Server or other relational databases knowledge.
• Ability to provide step-by-step technical help, both written and verbal
• Excellent communication and problem-solving skills
• Ability to work well under pressure and maintain a high level of professionalism
• Experience using help desk software and remote support tools
• Strong background and understanding of web technologies
• Proven ability to build trust and foster alliances with all departments within the organization
• Comfortable working in an undefined environment
• Exceptional organizational skills

Additional Information

WORK-FROM-HOME EQUIPMENT & INTERNET CONNECTIVITY REQUIREMENTS:

• Internet connection speed: 50 Mbps+
• Internet connection type: Cable or Fiber
• WIRED, not wireless, connection available

HOME ENVIRONMENT AND WORKSPACE

Must have a dedicated workspace as the home office (preferably a separate room) and are responsible for maintaining the workspace in a safe condition, free from hazards and other dangers to people and equipment.

Third Party Pet® reserves the right to inspect employee’s remote workspaces to ensure business requirements are met. It is essential that representatives agree and understand that such inspections are necessary to ensure continuity of Third Party Pet’s® business and excellent standards of customer service.

EEO POLICY

Third Party Pet provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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