Application Support Specialist | $65K-$70K annually | Denver


Application Support Specialist

Our great client provides innovative mobile messaging solutions that help businesses of all sizes – from SMBs to enterprise-level to better connect with customers. With 90 percent of messages read within 90 seconds, our client drives business success by creating engaging mobile experiences that customers love. Their messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 50,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, and New Zealand, they are the number one choice for easy and engaging business messaging. Due to growth within the business, our client is looking for an Application Support Specialist to join their team in Denver. This newly created role will be involved in assisting external and internal customers by monitoring, investigating, and troubleshooting technical issues and incidents. Additionally, this role will support our customers throughout the entire customer lifecycle, including provisioning, onboarding, and maintenance. 

Key responsibilities of the Application Support Specialist will include:  

· Being the first point-of-contact for internal and external customers for all technical inquiries 

· Taking phone calls and emails from customers about their technical needs 

· Actioning requests in a timely manner and in accordance with SLAs 

· Showcasing product demos and onboarding new customers 

· Troubleshooting technical issues through to resolution, escalating to level 2 support where needed 

· Logging all incidents/interactions in relevant CRMs and ticketing tools (Salesforce/JIRA) 

· Being knowledgeable and hands-on with a wide variety of internal API’s and their core capabilities 

· A subject matter expert in all company products 

· Ensuring customer expectations are met while assisting with onboarding activities 

· Assisting with development and improvement of technical support policies and procedures 

· Being available to work on a rotating on-call weekend roster 

The successful candidate will need to: 

· Have previously worked for a Saas/Technology company 

· Ideally have a Bachelor of business information systems or similar 

· Extensive understanding of API’s and able to execute HTTP requests with programs such as Postman 

· Have an understanding in developing and supporting programming languages such as Java, PHP, SOAP, REST 

· Be a customer orientated problem solver 

· Be a self-starter, team player, positive and engaged to drive the success of clients and customer experience 

· Have Intermediate knowledge using Microsoft Excel 

· Have analytical skills including data manipulation, analysis, and reporting 

· Strong stakeholder management, project management, and time management skills 

· Ability to communicate technical speak in business terms 

*Will be a bonus if you have previous experience in SMS routing and troubleshooting 

 

Benefits include: 

· Flexible hybrid working arrangement 

· Robust, low-cost medical benefits 

· 100% match up to 4% on 401k plan with immediate vesting 

· A day off for your birthday 

· 20 days’ vacation leave, and 10 days personal leave (illness) accrued annually 

· Wellness programs such as EAP and Headspace app 

· Monthly Fitness Reimbursement 

· Work From Home Reimbursement 

· Paid Volunteer Leave 

· Access to Reward+ program 

· Global mobility policy 

· Coaching and career development support, including access to a range of online professional development courses. 

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