Tier 1 Application Support Specialist
2 days ago
Philadelphia
Job DescriptionSalary: $50,000 - $58,000 per year Duncan Solutions, LLC, a subsidiary of Business Processing Solutions, LLC, is a full-service transportation management company and a leading provider of parking and tolling management solutions. We support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, and integrated on-street parking management services. POSITION SUMMARY We are looking for a motivated and customer-focused Application Support Specialist to join our team in Philadelphia. This role is crucial for ensuring our end-users have a seamless experience with our technology, including our suite of custom-built applications. As the first point of contact, you will provide essential front-line technical support, troubleshoot issues, and collaborate closely with various teams to drive solutions. This is a full-time, onsite position requiring daily presence in our Philadelphia office. WORK LOCATION 1101 Market StreetJefferson CenterPhiladelphia, Pennsylvania19107 ESSENTIAL DUTIES AND RESPONSIBILITIES • Provide timely and effective Tier 1/Tier 2 technical support to end-users for our custom applications via multiple channels (ticketing system, email, phone, in-person)., • Diagnose, troubleshoot, and resolve application-related issues reported by users, ensuring clear and empathetic communication throughout the process., • Accurately document user issues, troubleshooting steps, and resolutions within our ticketing system and knowledge base., • Escalate complex technical issues to development teams or other senior support staff, providing detailed information for efficient resolution., • Collaborate effectively with colleagues, developers, QA testers, and project managers to identify root causes and implement solutions., • Assist in creating and maintaining user documentation, FAQs, and training materials for custom applications., • Identify trends in user-reported issues to proactively suggest application improvements or training opportunities., • Participate in testing new application features or updates before release., • Maintain a high level of professionalism and customer service in all interactions., • Other duties as assigned. EDUCATION / EXPERIENCE / SKILLS Some College/Associates • Additional experience above the required minimum may be substituted for education requirements Must Have • At least 1-year of experience in a technical support, help desk, or application support role, directly assisting end-users., • Demonstrated ability to troubleshoot and support custom or proprietary software applications., • Exceptional communication skills (both written and verbal) with the ability to explain technical concepts clearly to non-technical users., • Strong interpersonal skills with a patient, customer-centric approach., • Excellent problem-solving and analytical abilities., • Proven ability to collaborate effectively within a team environment and across departments., • Self-driven and proactive, with the ability to manage time effectively and prioritize tasks in a fast-paced environment., • Must be able to work onsite daily at our Philadelphia office. Desired • Voice and data communication cabling and equipment., • Remote Desktop Client and Remote Assistance technologies, • Software application support DECISION-MAKING LATITUDE • Troubleshooting and Issue Resolution, • Determining the best course of action to diagnose and resolve technical issues reported by end-users, potentially including the use of specific tools or procedures., • User Training and Guidance, • Deciding on the most effective methods to train users on the application, which may include creating tutorials, documentation, or conducting one-on-one training sessions., • Prioritizing Support Requests, • Making independent judgments about the urgency and impact of different support requests to ensure timely resolution, and potentially escalating complex issues., • System Configuration and Maintenance, • Having some level of control over configuring and maintaining aspects of the application or related systems, like setting up user accounts or managing access rights., • Documentation and Knowledge Base, • Contributing to or creating documentation and knowledge base articles to help users solve common problems independently. PHYSICAL DEMANDS/WORKING CONDITIONS • Mobility: Frequently required to move about, traverse, or walk between different buildings, floors, or work areas to reach end-user locations., • Stamina: Must be able to stand and walk for extended periods while providing on-site support or moving between locations., • Carrying Equipment: May be required to lift, carry, or transport IT equipment (e.g., laptops, peripherals, tools) weighing up to [e.g., 25-50] pounds between locations., • Pace: Ability to move efficiently between user locations to respond to support requests in a timely manner., • Environmental Conditions: May be exposed to various weather conditions while walking between buildings or different sites. SUPERVISORY RESPONSIBILITIES None ADDENDUM COMPENSATION & BENEFITS Business Processing Solutions, LLC offers a professional environment, stability, upward mobility, and a wide breadth of benefits. We offer our full-time regular employees who meet eligibility criteria the following: • Medical, Dental, & Vision Insurance, • Healthcare & Dependent Flexible Spending Accounts (FSA), • Health Savings Account (HSA) with Employer Contribution, • Company Paid Life and AD&D Insurance, • Company Paid Short- & Long-Term Disability, • Employee Assistance Program (EAP), • Business Travel Accident Insurance, • Corporate Travel Discounts, • Bonus & Incentive Compensation Programs, • 9 Company Holidays, • PTO Accrual, • Sick Time Accrual, • Parental Leave, • Jury Duty, • Life and AD&D Insurance, • Critical Illness, • Accident Insurance, • Identity Theft Insurance