Technical Applications Support Analyst

Location: Chesterfield, MO USA

Responsibilities:
  • Level 1 application helpdesk tasks during customer service hours 8:30am – 5:00pm, Monday through Friday
    • Provide timely, accurate, understandable and professional responses to customers (via e-mail and phone)
    • Provide user assistance for standard and common tasks
    • Identification of solution or workaround for known or common problems
    • Gather customer information and maintain customer engagement records and case tracking
    • Customer application training
  • Level 2 support
    • Apply advanced technical troubleshooting, analysis methods and problem solving to address customer issue
    • Collaborate with internal and external Support and Development teams for problem and defect resolution
    • Identify and recommend areas of improvement for consideration by Development and Product Management
  • Sales support activities
    • Product demonstrations
    • Maintain product website, including FAQ page
    • Collaborate with Marketing on product collateral, videos and other marketing support
  • Development support
    • Define, document and execute test cases
    • Test new software releases and track resolution of defects
    • Track third party platform (e.g. Apple iOS) releases and determine impacts on product
    • Attend and contribute to product release and status meetings
    • Document solution features, product workflows, deployment diagrams, reports and user guides
 
Skills & Qualifications:
  • Project skills including customer service, documentation and quality assurance
  • Experience and working knowledge of Apple iPad and iOS
  • Experience and working knowledge of WiFi and cellular networks
  • Proficient with mobile device email settings, camera operations, contacts, file storage and backups
  • Experience in (or at least working knowledge of) construction industry and workflows desirable
  • Strong documentation and written communication skills
  • Proficient with MS Office suite (Word, Excel, PowerPoint, Exchange, IE, Outlook)
  • US Citizen

The Ideal Candidate:
  • Able to work effectively on multiple assignments as a member of a team and on your own in a self-directed manner
  • Strong deductive reasoning, analytical and problem solving skills
  • Has an excellent work ethic
  • Works effectively and efficiently under pressure within deadlines
  • Attends to detail and focuses on accuracy and completeness
 
For immediate consideration, please forward your cover letter and resume to .

 

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