Application Support Specialist

Find•Herndon, VA

11d•Hybrid

About The Position

The Application Administrator is responsible for providing support to Exostar's valued clients across a variety of program solutions, including meeting support and performance targets. This person will provide second-tier technical support to end users of the applications with professionalism and strong communication skills. The Application Administrator handles moderately complex problems and may interact with Technical Operations, Development, vendors and QA to restore service and identify and correct core problems.

Requirements

2+ years of experience in customer service, application administration, or a call center environment
Proficiency in Microsoft Office products
Strong verbal and written communication skills, including the ability to explain complex processes to customers
Comfort with — and genuine interest in — troubleshooting technical issues
The ability to thrive in a fast-paced environment where multitasking is essential
Ability to obtain and maintain Exostar Trusted Role status
Due to customer requirements, U.S. Citizenship is required.
Ability to gain and maintain Trusted Role is required

Nice To Haves

A Bachelor's degree
Familiarity with business applications, ideally including eProcurement platforms — experience with Commerce One, Ariba, Poet, or ACP is a plus
Experience in eCommerce, B2B environments, or the Aerospace & Defense industry
Working knowledge of XML and electronic data transfer
An understanding of supply chain management, procurement, or sourcing technologies
A strong sense of accountability and ownership over your work
A collaborative approach to creative problem-solving

Responsibilities

Providing top-notch customer service per Service Level Agreements (SLAs) as a subject matter expert on assigned applications
Documenting and tracking issues; assisting in identifying root causes and corrective action resolutions
Responding to all customers, partners and vendors quickly with professionalism and concern
Maintaining effective queue management for cases escalated to higher-tier support
Consistently meeting performance targets, goals and deadlines
Supporting and executing Standing Operating Procedures (SOP) and associated processes
Documentation of configuration and issue resolution (root cause analysis (RCA), corrective actions)
Suggesting improvements and giving feedback on documented troubleshooting procedures
Promoting a ‘continuous improvement atmosphere’
Providing off-hours support (via mobile phone) of applications as part of a rotating schedule Only required for severity one issues