Training and Application Support Specialist

Summary:

The Training and Application Support Specialist’s role is to deliver training and support to internal customers – such as production, customer service, and purchasing teams – regarding how to efficiently and effectively use the organizations various software programs such as Ponderosa, Microsoft Office, M-Files, and others.

Duties and Responsibilities:

• Participate in the design, development, and delivery of software applications training programs and individual classes.
• Coordinate and post knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Provide first-level technical support for internal customer inquiries, troubleshoots ERP (Ponderosa) Order Entry System and application errors.
• Provide internal customers with application and technical support assistance primarily over the phone, desk-side, and/or remote connection within assigned product area of expertise.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Function as technical subject matter expert (SME) for support of applications in organization environment and act as a technical resource in company projects.
• Build rapport and elicit problem details from internal customers.
• Coordinate all activities pertaining to problem identification and resolution, while controlling customer expectations.
• Document progress, resolution and time spent on all customer activity in the appropriate tracking systems.
• Act as point of contact for Support Center calls, and understand escalation procedures and staffing for support incidents.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Communicate application problems and issues to development teams and Team Leader.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
• Other duties/responsibilities as assigned by Team Leader

Knowledge, Skills, and Abilities:

• Working experience performing training; able to develop and interpret technical documentation for training and end user procedures.
• Working experience supporting a variety of Microsoft Windows operating systems and Microsoft Office products.
• Demonstrated knowledge with relational database systems, networking, and Internet technologies as it pertains to an application in production.
• Good understanding of principles, theories, practices, and techniques for managing activities involved in planning, managing, and resolving customer problems.
• Ability to prioritize workload, work under pressure, handle interruptions but maintain flexibility with attention to detail.
• Passion towards analysis and creative improvement of technology and processes.
• Flexibility to work beyond the typical work day as required; evenings, weekends, etc.
• Highly self-motivated and directed.
• Ability to absorb new ideas and concepts quickly.
• Ability to conduct research into software development and delivery concepts, as well as technical application issues.
• Ability to present ideas in business-friendly and user-friendly language.
• Experience working in a team-oriented, collaborative environment.

Credentials and Experience:

• Prior technical training or other educating experience
• Two years of college or completion of supplemental workshops/courses beyond high school in a technology related discipline and/or equivalent work experience.