Application Support Specialist

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 12 states. We’re focused on serving people and the communities we are part of.

Job Summary:

The Application Support Specialist will provide support and guidance to users experiencing technical issues relating to organizational business software and processes.
 

This is a REMOTE role.

As a key member of the team:

• You are flexible and can embrace change
• You value progress over perfection
• You care about your work, the team you’re on, and the people we are helping
• You make it a priority to get to know the people around you – build relationships with your colleagues and business partners
• You say what needs to be said, while considering how it’ll affect culture and output
• Hold others to a high standard

 Essential Duties and Responsibilities:
 

• Provide 1st and 2nd level support for organizational approved applications and technology equipment.
• Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.
• Applies knowledge of organizational software and hardware to assist users in resolving problems.
• Monitor support issues related to the assigned business applications.
• Deliver high-level customer service in a fast-paced environment with the ability to stay positive under pressure.
• Maintain an in-depth understanding of the needs and issues of customers, departments and practice groups.
• Maintain an in-depth knowledge of assigned application sets.
• With a focus on specific applications assigned to become the Subject Matter Expert (SME) for both the end user and from the troubleshooting side.
• On Application problems, acting as liaison between the end user and the application owner, and at times with the vendor that may be engaged to resolve issues.
• Drafts or revises user training manuals, guides and procedures.
• Develops training materials and/or provides onsite training as requested.
• Performs other related duties as assigned such as data reporting, data quality cleanup, etc.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Thorough understanding of technology commonly used by clients and employees.
• Ability to explain technical problems to nontechnical employees.

Education and Experience:
 

• Two years of experience or Associate’s degree required; Bachelor’s degree in Computer Science, Business Administration, or related field preferred.