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Application Support Specialist (Marine)

Company: Tideworks Technology, Inc.
Location: Jacksonville
Posted on: September 16, 2021

Job Description:

Day to Day:

A client of Insight Globals is looking for an Application Support Specialist to join their team in Jacksonville, FL. They will be responsible for the following:

Essential Responsibilities

- Application support

- Tier 2/Tier 3 support Ticket will initially go to Tier 1 and they will take the direct customer call. One Tier 1 has triaged, they will open a ticket and reach out to the Customer Success team to escalate the issue.

Onboarding new customers (sometimes you will receive 101 troubleshooting user error, password expired, etc.)

Majority of the tickets this team receives will be a bit more complex reviewing and understanding the log and how it integrates between systems, ability to recreate the issue and communicate with dev team/business analysts to resolve

- Respond, manage, and provide appropriate resolutions to all customer incidents and requests.

- Participate in a 24/7 on-call rotation involving responding to urgent customer issues and automated monitoring alerts, and coordinate with the appropriate internal parties to expedite resolutions.

- Coordinate with vendors supporting third-party applications and their integration with internal products

- Perform software releases of internal products, which may occur outside regular business hours

- Collaborate with internal resources to diagnose reported problems and accurately describe and report on software defects and issues

- Create, modify, and update incidents and requests within Ticket Management System and the Software Development Lifecycle System

- Communicate status and resolutions and create knowledgebase articles for both internal and external customers.

- Configure internal products to meet customer-specific use cases.


- Scripting experience

- Jira, Zendesk, Smartsheet, Hubspot

- HIGHLY PREFERRED Experience with server based applications Understanding of how an application is hosted on a server, logging, data stores, CPUs, etc.

- Logistics, Vessel, or Rail experience
Must Haves:

- Technical background

- Basic technical support, application support

- Strong emotional intelligence/customer service skills - Must be customer-centric Need to understand when to push and when to hold back

Keywords: Tideworks Technology, Inc., Jacksonville , Application Support Specialist (Marine), Other , Jacksonville, Florida

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