The Application Support Specialist is responsible for assisting clients with issues or questions relating to CABEM’s SaaS Products. The Application Support Specialist will handle customer complaints and inquiries through a variety of channels, including email, phone, and the service desk ticketing system. In addition to making sure that each individual issue is properly dealt with, the Application Support Specialist will also need to assess customer problems so that areas of concern can be identified.
The Application Support Specialist will also assist the Customer Success Manager with client meetings, servicing, testing, and configuration of the system and/or content.
This position offers the potential for substantial professional growth as a software professional by exposure to a diverse range of duties.
The Application Support Specialist’s duties and responsibilities include the following:
- Provide first level support to clients via ticketing portal (Jira)
- Assist with configuring the system to meet the needs of a new client or to support Sales demonstrations
- Maintaining system functionality by testing updates to the system
- Analyze and review new features
- Updating the Competency Manager documentation
- Work closely with the product team
- Attend regular cadence meetings with clients as scheduled
- Assist with content creation services
Required Experience and Capabilities
- 1 year client service experience in a helpdesk environment for software products.
- Excellent time and task management skills.
- Excellent written and verbal communication skills with proficiency in providing support by email, phone and video conferencing using tools like Zoom and Microsoft Teams.
- Willing and able to become a subject matter expert in the CABEM Competency Manager and other SaaS Products
- Demonstrated ability to function in a non-scripted helpdesk environment. This position requires the ability to examine, question, explore and troubleshoot a variety of issues with a client’s use of the CABEM SaaS Solutions without scripted support.
- Willing to learn new skills
- Have access to a private, quiet, and professional appearing working location with strong internet connectivity in any US time zone
Preferred skills
- Implementation and configuration experience in a software setting
- Experience with a learning management system is a plus
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Vision Insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
Work Location: Remote
Job Type: Full-time
Pay: $45,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: Remote