Technical Support Specialist II (13-0034) Appriss
This job reports to the Supervisor of Technical Support.
Relocation is not provided and travel is not required.
This is a Full-Time position, working 1st Shift.
Number of Openings for this position: 1
Appriss is one of Louisville's leading technology companies and one of the best places to work in Kentucky. Recently, we have expanded operations to include offices in Greenwood, Indiana, Nashville, Tennessee, Tallahassee, Florida and Fayetteville, Arkansas. At Appriss, you can expect growth and change in a challenging, values-based work environment. You can also expect great benefits; we believe our benefits package ranks among the best in our community.
Provides support and service for Apprisss Product lines at Tier 2 level, includes researching, problem identification/solving and recommended changes. Resolves Incidents and Service Request based upon Impact, Priority and Service Level. Completes all other assigned projects and duties as requested.
oComputer Science Degree or equivalent experience
Knowledge, Skills, Abilities, Experience, or Characteristics:
o2-3 years of experience troubleshooting application processes.
o1-2 years of experience with database analysis tools.
oCustomer service role supporting Windows or Linux based applications.
oExcellent verbal and written communication skills.
oStrong analytical/problem solving skills.
oSelf-motivated and highly driven
oWork as a team player
Helpful / Preferred
oITIL Training, CCNA, Network Plus, Six Sigma and/or ITIL/ITSM
oExperience with SQL, Oracle.
oCompTIA training or certification a plus.
oSupport center/call center experience preferred.
Functions and Responsibilities (in addition to other duties as assigned)
1.Provides support to both products and services provided by Appriss at a Tier 2 level as defined through training, documented process and Knowledge.
2.Provides exceptional customer service by meeting required SLS standards for response to their request and will be required to handle over flow inbound calls and email inquiries.
3.Will work within Apprisss ITIL frame work for the purposes of meeting defined SLS standards.
4.Will be required to become proficient in select Appriss Applications and Services for the purposes of providing analysis below the Application and Service layer to complete assigned daily duties.
5.Will work an agreed upon schedule to potentially include participating in a rotational on call schedule.
6.Will use Appriss System Monitoring Management tools for the purposes of providing analysis below the Application and Service layer to complete assigned daily duties.
7.Will be required to identify and update or request updating of documented processes and knowledge for the purposes of Continued Service Improvement.
8.Will be required to attend all Appriss provided training as assigned.
Physical and Mental Requirements
Job is physically comfortable; individual has discretion about walking, standing, etc.
Job requires a very high level of judgment, exceptional analytical ability and creativity in investigating major problems that require original and highly innovative solutions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Some travel may be involved for both training and customer facing issues.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Equal Opportunity Employer - M/F/V/H
Benefits: Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Holidays, Short Term Disability, Long Term Disability, 401K/403b Plan, Educational Assistance
Screening Requirements: Criminal Background Check
||10401 Linn Station Road |
Louisville, KY 40223