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Bright Horizons · 4 weeks ago

Senior Application Support Specialist

Newton Centre, MA

Full-time

Hybrid

Mid, Senior Level

$55K/yr - $90K/yr

3+ years exp

Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. The Senior Applications Specialist - Support role focuses on managing a support desk ticketing system, providing high-quality customer service, and ensuring that response and resolution SLAs are met.

E-LearningEdTechEducationHealth Care

No H1B

Responsibilities

Respond to and resolve items received in the open ticket queue or via incoming support calls, and emails

Follow defined processes for support requests including documentation, categorization, status management, approvals and resolution steps

Effectively and efficiently troubleshoot issues and requests escalated from Tier 1 support

Effectively and efficiently facilitate the resolution of issues that require cross-functional resolution

Ensure that response and resolution times meet SLAs and user needs

Ensure that response and resolution is consistently conducted with a high level of customer service

Meet or exceed defined standards of resolution volumes, quality, and customer satisfaction scores

Proactively suggest ways that the support offering can be continuously improved to provide better customer service and to provide the service more efficiently and effectively

Provide support and assistance to Tier 1 staff to promote accurate, efficient resolution of Tier 1 issues

Complete and maintain internal knowledge base documentation for support desk staff. Ensure that internal knowledge base is comprehensive, clear, well-organized and accurate at all times

Complete and maintain end user facing knowledge base documentation. Ensure that external knowledge base is comprehensive, clear, well-organized and accurate at all times

Perform daily, weekly, monthly, and quarterly system monitoring tasks as assigned

Perform regular analysis of support needs to identify areas of targeted training or system development

Participate in solution scoping activities for development initiatives aimed at improving usability and limiting end user support needs

Perform and document results of user acceptance testing in advance of software releases

Qualification

Application supportSQL Server ManagementSupport managementMicrosoft OfficeCustomer serviceInterpersonal skillsOrganizational skillsAttention to detailProblem-solving

Required

Bachelor's Degree in Computer Science, Business or related field required, 3+ years of experience in lieu of a degree would be considered

3 years experience in application support ideally with one or more years of support management or leadership experience required

Preferred

The individual must have strong computer skills which include a proficiency in Microsoft office, SQL server management and must be able to easily adapt to new systems/software/programs with a track record of working with Proprietary Management Information Systems

The individual must have excellent written/oral communication and interpersonal skills, a strong customer service philosophy, impeccable organization, attention to detail and commitment to thorough follow-up

The ability to work on cross-functional teams and prioritize work in a fast-paced, constantly changing environment will be essential as this position requires someone who thrives in a team environment as well as in an individual setting; and functions effectively under pressure

Job Qualifications also include; developing and maintaining a complete understanding of the business issues and processes surrounding back-up and full service care, a willingness to take on new projects, flexibility regarding department responsibilities, and having an intellectual aggressiveness with a track record of success in identifying, troubleshooting and resolving issues and questions related to complex processes and systems

The ideal candidate must be highly motivated, results-driven and goal-oriented, someone who is comfortable setting aggressive goals and exceeding them