Application Support Specialist II

A client with Kforce is seeking a Application Support Specialist II to join their team in Tucson, AZ. Summary: In this role, the Application Support Specialist will help bring stability to the company's Virtual Expert Portal (VEP) by gathering -issues- (bugs and enhancements) in VEP from various inputs (surveys/focus groups, Slack, Expert and manager interactions, etc). The Application Support Specialist will be tasked with escalating and prioritizing these issues by partnering with Engineering and Product Management teams advocating on behalf of our customers (the experts) to drive resolution. Excellent communication, and interpersonal skills, combined with technical skills are essential to success in this role. Responsibilities:

• Escalates and prioritizes defects and enhancements with Product Development/Product Management, advocating for our customers (the experts) on the appropriate resolutions
• Communicates back to our customers (the experts), closing the loop on every interaction with a status update-the timing and nature of the resolution
• Escalate issues using the JIRA Ticketing system used by the Developers
• High School diploma/GED (minimum) or BS in Computer Science or related field preferred
• Experience in Tier 2 or Tier 3 Help Desk support
• Experience working with JIRA stories, epics, and bugs
• Familiarity with Agile/SCRUM process
• Customer-facing break/fix for call center environments and remote workers
• Knowledge Centered Support (KCS)
• Familiarity in supporting end-user issues with the following technologies but not limited to: Salesforce, VOIP, Interactive Intelligence, IVR, Multi-factor Authentication, Slack, Service-Now, video conferencing, remote desktop, Knowledge of supported applications, such as: Slack, Zoom, ServiceNow, JIRA, Salesforce, Amazon Connect, Splunk
• Interpersonal and relationship-building: able to communicate with others to get information and influence, interacting directly with other support teams, product managers, and engineering teams
• Critical thinking/outside of the box: use your expertise, knowledge, own thought process, and intuition on topics to see resolution (we do not typically use knowledge base articles to resolve)
• Problem Solving: focus on the facts and finding the right solution, adapt easily and able to deduce obscure problems
• Confidence: we are the last path of escalation before the engineering team, ability to demonstrate your own confidence and instill confidence in our partners
• Able to provide outstanding customer service to users with a wide range of backgrounds and technical abilities, relationship-building skills