Location: US - Remote or Hybrid/Onsite in Provo, Utah

As a Senior Application Support Technician, you will be a key contributor within our dynamic swarm support model, leveraging your advanced technical expertise to resolve complex customer issues and ensure an outstanding experience with e-automate. This role focuses on in-depth problem-solving, technical troubleshooting, and collaborating with cross-functional teams to address intricate challenges.

We are seeking a seasoned professional with extensive technical skills, a customer-focused mindset, and a proactive approach to issue resolution. Your ability to diagnose and resolve complex issues efficiently and contribute to shared team knowledge will be critical to your success.

Key Focus Areas

• Advanced Customer-Centric Support: Ensure every customer interaction results in a positive and memorable experience. Resolve escalated customer cases with expert troubleshooting while delivering empathetic, high-quality support and guidance on best practices.
• Swarm Collaboration: Act as an advanced technical resource within the swarm support model, collaborating with peers to resolve complex cases efficiently and sharing expertise to enhance team problem-solving. Support the team by contributing to the development and improvement of internal knowledge bases and resources.
• Technical Expertise: Demonstrate proficiency in application diagnostics, monitoring tools, and database troubleshooting, along with familiarity in cloud platforms, APIs, network protocols, SQL, and basic accounting principles.
  
  

Daily Responsibilities

• Customer Support: Address escalated customer inquiries by diagnosing complex software issues and ensuring timely, high-quality resolutions across phone, email, customer portal cases, and chat interactions.
• Swarm Collaboration: Serve as a senior resource within the swarm support model, collaborating with peers to efficiently resolve challenging issues and sharing advanced insights to enhance team performance.
• Product Expertise: Act as a subject matter expert, maintaining deep knowledge of evolving product functionality, new releases, and their impact on customer needs.
• Cross-functional Collaboration: Partner with cross-functional teams to resolve software defects, process enhancement requests, and address critical customer concerns effectively.
• Customer Follow-up: Provide proactive and thorough follow-up on unresolved issues, ensuring clear, empathetic communication that keeps customers informed throughout the resolution process.
  
  

Minimum Requirements

• Experience:4+ years of experience in software/application support, bonus if with ERP or supply chain-related software products. Experience in troubleshooting complex technical issues, including those involving code, logs, data, and environmental components.
• Communication: Strong verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders. Ability to handle multiple assignments, prioritize tasks, and meet deadlines while maintaining a focus on customer satisfaction.
• Problem-Solving: Advanced troubleshooting and decision-making abilities to resolve complex challenges effectively.
• Collaboration: Proven ability to work as part of a fast-paced, high-performance team. Experience in a swarm support environment is a plus, emphasizing teamwork, shared knowledge, and collective problem-solving.
• Adaptability and Resourcefulness: Possesses analytical and troubleshooting skills with a focus on delivering effective solutions that enhance customer experience. Demonstrates strong decision-making abilities, navigating unfamiliar issues independently, ensuring well-informed and timely resolutions. This role requires leveraging Swarm support techniques, collaborating with team members, utilizing available resources, and adapting quickly to diverse and evolving challenges.
• Personal Attributes: High-energy, can-do attitude with strong organizational skills and attention to detail. A passion for helping others and a commitment to ensuring customers have exceptional experiences when engaging with our team.
  
  

Desired Skills/Experience

• Customer Service Experience
• Superior phone and call handling skills
• Proficient Windows OS knowledge
• Proficient Accounting Knowledge
• Technical Skills:
• Monitoring and Logging: Experience with monitoring tools and analyzing application logs to identify issues.
• API Integration: Proficient understanding of APIs and SOAP services for troubleshooting integration issues.
• Cloud Platforms: Knowledge of cloud services (e.g., AWS, Azure) and the ability to troubleshoot applications hosted in cloud environments.
• Network Troubleshooting: Understanding network protocols (TCP/IP, DNS, HTTP) and tools (Wireshark, traceroute) to diagnose connectivity issues.
• Knowledge of Standard IT hardware and equipment
• Ability to diagnose and solve application issues
• Microsoft Office 365 tools and features, with skills in Excel for data validation
• SQL and relational database knowledge, including the ability to run SQL queries and troubleshoot complex data sets
• Familiarity with Microsoft IIS, Crystal reports, and email configuration
  

Education: Bachelor’s Degree in a relevant field (e.g., Computer Science, Information Technology, Engineering, Accounting, Supply Chain Management, or a related technical discipline) or 4 years of direct, relevant work experience in other ERP and accounting systems, application support, technical troubleshooting, or IT-related roles.

Candidates responding to this posting must currently and in the future possess the eligibility to work in the United States.