Application Support Specialist

Absolute Facility Solutions, LLC (AFS) is a Consulting firm and technology reseller that helps organizations of all sizes to implement workplace technology and business processes that help efficiently operate their facilities, reduce real estate costs and improve their employee experience. With a combined 80+ years in the industry, we deliver application expertise and guidance through the entire lifecycle. Founded in 2015, AFS is a woman owned small business headquartered in Austin, TX. AFS is also 100% remote and has been since the beginning.

This position is responsible for Level 1-2 Technical Support and Help Desk Coordination. You will also contribute to the analysis, development, implementation, and support of our clients’ Integrated Workplace Management Systems.

Candidates MUST be in the United States and have the ability to get clearance with State government.

Pay range is $60,000 - $70,000.

Customer Success

• Troubleshoot Level 1 and Level 2 support tickets. Ensure adherence to Help Desk SLAs to drive customer satisfaction.
• Work with customers to promote product adoption by identifying areas of deficiency and making recommendations for system improvements and expansion.
• Provide professional services to develop custom reports, dashboards, metrics, and functionality upon customer request and internal approval.

IWMS Solutions Development and Deployment

• Deploy, customize, upgrade, and troubleshoot commercial off the shelf and SaaS IWMS software.
• Perform data mapping, manipulation, and migration using proprietary and industry standard tools such as MSSQL Server, Data Grip, etc.
• Conduct Quality Assurance Testing, help manage User Acceptance Testing, enter, and resolve issues in the defect tracking system.

Documentation

• Contribute written training manuals and support materials.
• Create and manage software specifications, systems documentation, and knowledgebase articles.

General

• Stay current with IWMS product enhancements, supporting technology, and industry standards as directed.
• Adhere to documented company standards and maintain accurate time tracking and task notes - ensuring accurate schedule planning, resource allocation, and customer billing.
• Other duties as assigned.

• Interest in learning a new software application (training will be provided)
• Ability to research issues and relay solutions to clients
• Strong technical troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to use helpdesk ticketing systems and customer support tools.
• Ability to work independently and collaboratively within a team.

Special Knowledge/Skills

Excellent problem-solving skills, good verbal and written communication skills.

Skills that are a Plus

• Familiarity with helpdesk type applications
• Knowledge of facility management concepts and/or Archibus or other Integrated Workplace Management System (IWMS) is a plus