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Technical Application Support Specialist
Description
PossibleNOW Inc, a global leader in Marketing Preference Management and Privacy Compliance, seeks a passionate, innovative thinking, and customer-centric Technical Application Support Specialist to join our energetic team.
The Technical Application Support Specialist will work on the Technical Operations Team alongside our systems engineers, database administrators, and in coordination with our professional services organization and customer service managers. This technical position will support, maintain, and assist with the onboarding and implementation of new customers, in a highly specialized web-based solution.
Responsibilities include but are not limited to
- Assist customers in the implementation and configuration of the PossibleNOW Software Suite
- Accountable for the stability of Production and Non-Production environments
- Coordinate activities and processes required to deliver and manage IT services at agreed levels to business users and customers
- Efficiently triage and resolve customer issues
- Demonstrate good judgment by escalating issues to management when appropriate
- Provide timely follow-up and status updates to clients
- Communicate accurately, clearly, and effectively in writing, in person, and on the phone
- Proactively make suggestions to management to help reduce or eliminate recurring issues
- Work well with other members of the Application Support team
- Be available 24/7/365 to assist with resolving SEV 1 issues
- Be on a rotation to take after hour calls
Required Education
Bachelor’s Degree or its equivalent is preferred.
Desired Skills
- Experience with technical troubleshooting via logical process and established methodologies
- Experience with driving projects and initiatives towards completion
- History working with or supporting SQL Server, IIS, PowerShell, and MS Dynamics
- Knowledge utilizing Splunk a plus
- Root cause analysis
- Excellent soft skills such as communication, negotiation, and conflict management/resolution
- Demonstrated skill in use of Microsoft Word, Excel, MS Project and PowerPoint to review and create required documentation, analysis, and presentations as needed
A Technical Application Support Specialist needs to demonstrate IT competence around applications and systems, with a strong troubleshooting methodology. Core technical areas of understanding include; Databases, SQL Server, IIS, PowerShell, and Windows Operating System Platform.
Additional capabilities that will help ensure success
- Technical knowledge
- Business awareness
- Investigation and diagnostic skills
- Interest in process improvement
- Support tool knowledge such as:
- CRM
- Splunk
- SCOM
About PossibleNOW
Founded in 2000 and headquartered in Duluth, GA, PossibleNOW is a successful, growing, family oriented, and private held company that is the industry leader for direct marketing compliance, consent, and preference management solutions via our SaaS technology and professional services offering. PossibleNOW solutions serve many Fortune 500 companies and thousands of the largest direct marketers in the world.
To apply, please send your resume to: joinus@possiblenow.com