Application Support Specialist plays a pivotal role in the Customer Success & Support department. As a key member of the Support Team, this individual will investigate and resolve client-reported issues while fostering strong relationships to enhance the company’s reputation. This role reports directly to the Technical Support Manager.

This is a hybrid position, requiring occasional in-office presence in Cincinnati, Ohio.

Responsibilities:

• Provide post-sales technical support for the company’s software products.
• Act as a subject matter expert for complex technical issues, ensuring first-call resolution through phone and email support channels.
• Troubleshoot, analyze, reproduce, and resolve issues quickly, escalating when necessary.
• Log all support cases and activities in the case management system for tracking and analysis.
• Develop and maintain a strong working knowledge of the company’s software and internal processes.
• Participate in an on-call support rotation as needed.
• Identify opportunities to improve or automate repetitive tasks to enhance efficiency.
• Utilize your understanding of client needs and requirements to help the organization better serve its customers.

Requirements :

• Proven experience in a technical support role or similar position.
• Strong knowledge of computer networking concepts, including LAN configurations and firewall management.
• Familiarity with VPN technologies and troubleshooting connectivity issues.
• Proficiency in software troubleshooting across various operating systems (Windows, Mac OS, Linux).
• Experience with desktop support tasks including hardware repairs and installations.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently as well as part of a team in a fast-paced environment.
• A proactive approach to problem-solving with strong analytical skills.