Product Support / Applications Support

for ESG Consulting in Walnut Creek, CA

Application Applications Support Software testing support test Troubleshooting Troubleshoot resolve problems User Support Operations Support 
Walnut Creek, CA
Area Code:
Travel Req:
Pay Rate:
Tax Term:
12+ Months 
Position ID:
Dice ID:


Immediate job opportunity for Product Support / Applications Support with one of our active clients located in Walnut Creek, CA! Please send me your resume and contact details if you are interested in applying for this position.


Job Title:  Product Support / Applications Support

Job Location: Walnut Creek, CA

Job Rate: $32

Duration:  12+ Months



Responsibilities –


General Overview

The purpose of the product Support Specialist is to provide technical Support for the Scheduling System, a staff scheduling software, to the company’s facility partners. This role is also responsible for answering questions related to resetting passwords, how to set up staff and shifts, and to troubleshoot any other questions that the user may have about the system.


Specific Duties

Support the customers on both access and functional questions about SW application.

Respond to requests and inquiries from clients within the pre-determined timeframe of our service level agreement

Investigate and resolve problems related to use of the system

Identify solutions to work around open issues / problems per the team’s Regional standards

Document, and track, case histories, issues, and actionable steps taken

Perform research, testing, and recommendations

Improve documentation of support policies and procedures

Perform quality assurance testing of new software releases

Provided technical support training to other team members

Help create, maintain and update a Troubleshooting Guide for Product Support team. Helps create and edit other application support documents as needed.

Questions from customers may come via email or phone, so the candidate should have both excellent verbal and written communication.


Knowledge and Skills

Strong knowledge base of support requirements

Fundamental understanding of internet

Broad understanding of Microsoft Office products

Ability to communicate with a wide variety of people verbally and written

Strong analytical skills

Skilled at managing multiple priorities

Assist in identifying project scope; outline steps for completion; manage project deadlines

Process improvement and measurement skills

Interpersonal, presentation, communication, negotiations


Personal Attributes

Forward thinking in the potential use of future technology

Responds promptly to client needs and solicits feedback to improve service; meets commitments

Must be open to suggestions and feedback from clients and staff

Establishes own files; follows company policies and procedures; improves and maintains record keeping

Must be flexible and willing to work to task completion as needed

Reacts well under pressure and is comfortable working in potentially high-pressure situations

Contributes to building a positive team spirit; treats others with respect and consideration regardless of status or position; inspires the trust of others

Must be able to get along with other members of the company and peers

Takes pride in work product and pays close attention to detail; researches methods by which to improve and promote quality; monitors own work to ensure quality

Maintains confidentiality

Strives to continually build knowledge and skills (professional and computer); shares expertise with others

Assesses own strengths and weaknesses; sets and achieves challenging goals

Displays willingness to make decisions; exhibits sound and accurate judgment; includes appropriate people in the decision-making process; makes timely decisions

Maintains an excellent attendance record and is dependable


Shift hours –

Monday – Friday 7am – 4pm (support is also required one week-end per month)




ESG Consulting is an award-winning national provider of diversified information technology consulting services to public sector entities, Fortune 1000 and emerging growth firms nationwide.  Founded in Santa Clara, California in 1986, ESG offers over 25 years of experience in the IT staffing and consulting arena, and serves most metropolitan markets.              

ESG is an equal opportunity employer. Our flexible management culture believes in creating a business environment that fosters personal and professional growth and achievement. ESG is a place where people are treated not as employees but as "partners", and we look forward to considering your qualifications for our team.



Sara Refaat


ESG Consulting, Inc. 

Phone: 408-689-0250



Sara Refaat
ESG Consulting