Application Technical Support Specialist
SmartSource - Burlington, MA

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Position Summary:

The Application Technical Support Specialist is responsible for handling application support requests from SmartSource customers and partners following initial screening. Primary duties include supporting our web-based applications, workflows, handling ad-hoc data requests, monitoring application health, conducting simple message deliverability tests, and helping clients with simple file transfer processes.

Essential Responsibilities:
  • Assists end users with web-based applications, escalates issues as necessary
  • Review customers’ problems and questions, acquire all relevant details, troubleshoot and resolve issues.
  • Completes e-marketing configurations
  • Works with clients to clarify information to ensure work is completed accurately
  • Documents questions and issues in ticketing system
  • Fulfills data requests
  • DNS setup and auditing
  • FTP account management
  • Manages multiple client production schedules, prioritizes workload
  • Provides timely resolutions to all questions and issues
  • Communicates directly with clients and management to coordinate projects
  • Demonstrates strong organizational skills to meet all objectives expeditiously
  • Follows outlined quality assurance procedures, closely manages details of all work performed
  • Reports any quality-related or client-related issues to management, resolves outstanding corrective action items as they arise
  • Professionally represents SmartSource to assigned clients, builds client relationships

sologig - 13 months ago - save job - block
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