Application Support Specialist

New American Funding•Tustin, CA

6h•$28•Hybrid

About The Position

We are seeking a highly motivated and detail-oriented Application Support Specialist to join our team. In this role, you will provide critical support to end-users, ensuring the smooth operation and functionality of business applications. You will serve as the primary point of contact for troubleshooting issues, resolving incidents, and managing application configurations to meet business needs. This is a hands-on position that requires a blend of technical expertise, problem-solving abilities, and strong communication skills.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Strong attention to detail and a commitment to quality.
Must be able to verify identity and employment eligibility to work in the U.S.

Nice To Haves

1+ year(s) of experience in application support or a related IT support role.
Hands-on experience with troubleshooting and resolving proprietary software application issues.
Familiarity with ITSM tools (e.g., Zohodesk, Topdesk, Azure DevOps) for ticketing and incident management.
Experience supporting enterprise applications or software used in the Mortgage industry.
ITIL certification or other relevant IT certifications.

Responsibilities

Provide first-line support to end-users via email and inbound phone calls, for internally developed application-related issues, including troubleshooting and resolving incidents in a timely manner.
Diagnose and analyze application performance problems, errors, and system issues.
Work closely with Product and Engineering teams to identify, escalate, and resolve complex technical issues.
Monitor application performance to proactively identify issues and improve system reliability.
Log and track support tickets using the ticketing system.
Prioritize and manage incidents based on business impact, ensuring SLAs are met.
Identify recurring issues and collaborate with development teams to implement long-term fixes.
Create and maintain clear and comprehensive documentation for application configurations, procedures, and troubleshooting guides.
Develop and share knowledge base articles to empower users to resolve common issues independently.
Collaborate with cross-functional teams (e.g., product and engineering) to enhance application functionality and resolve user issues.
Collaborate with other internal support teams to improve user experience for cross- platform issues.