Application Support Specialist

Position:  Application Support Specialist I

Location:  In Tustin office 2 days per week if within 30 miles of the office (Open to remote)

Schedule: 9am-6pm PST

Compensation: up to $27/hr + full time benefits inlcuding health, dental, vision 401k, paid holidays, paid vacation

Position Summary:

We are seeking a highly motivated and detail-oriented Application Support Specialist to join our team. In this role, you will provide critical support to end-users, ensuring the smooth operation and functionality of business applications. You will serve as the primary point of contact for troubleshooting issues, resolving incidents, and managing application configurations to meet business needs. This is a hands-on position that requires a blend of technical expertise, problem-solving abilities, and strong communication skills.

Application Support & Troubleshooting

• Provide first-line support to end-users via email and inbound phone calls, for internally developed application-related issues, including troubleshooting and resolving incidents in a timely manner.
• Diagnose and analyze application performance problems, errors, and system issues.
• Work closely with Product and Engineering teams to identify, escalate, and resolve complex technical issues.
• Monitor application performance to proactively identify issues and improve system reliability.

Incident & Problem Management 

• Log and track support tickets using the ticketing system.
• Prioritize and manage incidents based on business impact, ensuring SLAs are met.
• Identify recurring issues and collaborate with development teams to implement long-term fixes.

Documentation & Knowledge Sharing

• Create and maintain clear and comprehensive documentation for application configurations, procedures, and troubleshooting guides.
• Develop and share knowledge base articles to empower users to resolve common issues independently.

Collaboration

• Collaborate with cross-functional teams (e.g., product and engineering) to enhance application functionality and resolve user issues.
• Collaborate with other internal support teams to improve user experience for cross- platform issues.

 Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

Preferred Experience & Qualifications: 

• 1+ year(s) of experience in application support or a related IT support role.
• Hands-on experience with troubleshooting and resolving proprietary software application issues.
• Familiarity with ITSM tools (e.g., Zohodesk, Topdesk, Azure DevOps) for ticketing and incident management.
• Experience supporting enterprise applications or software used in the Mortgage industry.
• ITIL certification or other relevant IT certifications.

Soft Skills: 

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong attention to detail and a commitment to quality.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

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