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.

• What You'll Be Doing:

  • 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

• What Would Make You a Great Fit:

  • 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.