Application Support Technician

• Experience: 4+ years of experience in software/application support, bonus if with ERP or supply chain-related software products.

in troubleshooting complex technical issues, including those involving code, data, and environmental components.

• Communication: Strong verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders. Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines while maintaining a focus on customer satisfaction.
• Problem-Solving: Excellent analytical and troubleshooting skills with a focus on delivering solutions that enhance the customer experience. Strong decision-making capabilities.
• Collaboration: Proven ability to work as part of a fast-paced, high-performance team.

in a swarm support environment is a plus, emphasizing teamwork, shared knowledge, and collective problem-solving.

• Adaptability and Resourcefulness : Possesses exceptional analytical and troubleshooting skills with a focus on delivering effective solutions that enhance the customer experience. Demonstrates strong decision-making abilities, ensuring well-informed and timely resolutions. Support agents must navigate unfamiliar issues independently, finding solutions without direct guidance for each case. This role requires leveraging Swarm support techniques, collaborating with team members, utilizing available resources, and adapting quickly to diverse and evolving challenges.
• Personal Attributes: High-energy, can-do attitude with strong organizational skills and attention to detail. A passion for helping others and a commitment to ensuring customers have exceptional experiences when engaging with our team.

• Superior phone and call handling skills
• Windows OS knowledge
• Some Experience with Database management

• Experience troubleshooting Point of Sale Software and Hardware
• Experience in the Hardware, Retail or Lumber Industry
• Technical Skills: Monitoring and Logging: Experience with monitoring tools (e.g., Nagios, Splunk, Datadog) and analyzing application logs to identify issues. API Integration: Basic understanding of RESTful APIs and SOAP services for troubleshooting integration issues. Cloud Platforms : Knowledge of cloud services (e.g., AWS, Azure, Google Cloud) and the ability to troubleshoot applications hosted in cloud environments. Network Troubleshooting : Understanding of basic network protocols (TCP/IP, DNS, HTTP) and tools (Wireshark, traceroute) to diagnose connectivity issues. Knowledge of Standard IT hardware and equipment Ability to diagnose and solve application issues. Microsoft Office 365 tools and features
• Monitoring and Logging: Experience with monitoring tools (e.g., Nagios, Splunk, Datadog) and analyzing application logs to identify issues.
• API Integration: Basic understanding of RESTful APIs and SOAP services for troubleshooting integration issues.
• Cloud Platforms : Knowledge of cloud services (e.g., AWS, Azure, Google Cloud) and the ability to troubleshoot applications hosted in cloud environments.
• Network Troubleshooting : Understanding of basic network protocols (TCP/IP, DNS, HTTP) and tools (Wireshark, traceroute) to diagnose connectivity issues.
• Knowledge of Standard IT hardware and equipment
• Ability to diagnose and solve application issues.
• Microsoft Office 365 tools and features

Education: Bachelor’s Degree in a relevant field (e.g., Computer Science, Information Technology, Engineering, Accounting, Supply Chain Management, or a related technical discipline) or 4 years of direct, relevant work experience in other ERP and accounting systems, application support, technical troubleshooting, or IT-related roles.