Application Support Specialist (#8850188) in Boston, MA

Position Summary: The Application Support Specialist is responsible for providing expert level support on proprietary software programs on a global basis for resellers, partners and customers. Responsibilities: Review ticket queue submitted to Support in the on-line trouble ticket system and determine priority based on criteria set by management Take ownership of tickets by locking tickets in a personal queue, based on standard operating procedures Respond to client software problems or complaints ensuring that a ticket number is provided and that situations / issues are dealt with appropriately within the specified performance criteria and set goals Diagnose / troubleshoot complex client service problems that may include researching system environments, versioning, configuration, permissions and inter-operability with other software and provide guidance by email, or by phone if required Provide service quality to clients by anticipating client needs and informing them of patch, fix, work-arounds and training available Repair problems via remote access on client system installations where such permission is granted Innovate and create client solutions and recommend changes to hardware and software architecture Replicate customer problems, test fixes and document solutions for use by the Support Team Contribute to knowledge database and FAQ database for each software component supported, by working alone or in a team-based environment, to establish best practices Escalate tickets to the appropriate level per established escalation procedures and within the set performance criteria Assume responsibility for escalated tickets if assigned to individual specialty Perform software installations for clients as required Document suggested enhancements / changes to proprietary software to improve performance and / or usefulness of the products Participate in providing training to potential Software Engineers and / or customers as required Maintain up-to-date knowledge of MS Exchange Server, IIS, SQL, SPS and other MS software utilities supported by the company at the MCSE / MCP level Support an Exchange / IIS / SQL (and Oracle DB or Notes) environment(s) as required Write and / or review technical documents for manuals, install guides, test cases, etc.


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