Application Support Specialist - Bayer Built Woodwork : Job Details

Summary: As the Application Support Specialist's role, you'll deliver support to internal customers - such as production, customer service, and purchasing teams - regarding how to use various organization specific software programs efficiently and effectively; primarily the business' ERP system (Ponderosa). This position's primary focus is to maintain and support Ponderosa, including training, troubleshooting, documenting, and actively resolving help requests. The Application Support Specialist is also responsible for assisting in the design, delivery, improvement, and training of in-house software applications. What You'll Be Doing:

• Providing first-level technical support for internal customer inquiries, troubleshooting ERP (Ponderosa) Order Entry System and application errors.
• Providing internal customers with application and technical support assistance
• Identifying and learning appropriate software and hardware used and supported by the organization.
• Functioning as the technical subject matter expert (SME) for support of applications in organization environment; acting as a technical resource in company projects.
• Building rapport and eliciting problem details from internal customers.
• Coordinating all activities pertaining to problem identification and resolution, while controlling customer expectations.
• Documenting progress, resolution and time spent on all customer activity in the appropriate tracking systems.
• Evaluating documented resolutions and analyzing trends for ways to prevent repeated future problems.
• Acting as the point of contact for Support Center calls
• Participating in the design, development, and delivery of software applications training programs and individual classes.
• Other duties/responsibilities as assigned by Team Leader What Would Make You a Great Fit:
  • Two years of college or completion of supplemental workshops/courses beyond high school in a technology related discipline and/or equivalent work experience.
  • Certifications in Microsoft Office.
  • Working experience supporting a variety of Microsoft Windows operating systems and Microsoft Office products.
  • Demonstrated knowledge with relational database systems, networking, and Internet technologies as it pertains to an application in production.
  • Working experience performing training; able to develop and interpret technical documentation for training and end user procedures.
  • Good understanding of principles, theories, practices, and techniques for managing activities involved in planning, managing, and resolving customer problems.
  • Ability to prioritize workload, work under pressure, handle interruptions but maintain flexibility with attention to detail.
  • Passion towards analysis and creative improvement of technology and processes.
  • Flexibility to work beyond the typical work day as required; evenings, weekends, etc.
  • Highly self-motivated and directed.
  • Ability to absorb new ideas and concepts quickly.
  • Ability to conduct research into software development and delivery concepts, as well as technical application issues.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Experience working in a team-oriented, collaborative environment.