Application Support Specialist II

RESPONSIBILITIES:
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

REQUIREMENTS:
* 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

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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