Criteria For This Position
The Application Specialist primarily works on the front lines to ensure successful deliveries and implementations for customers. The ideal candidate enjoys developing customer relationships and solving problems. The application specialist works in with the support team to provide a variety of skills to solve every task from analysis, design, development and testing to go-live.
Main Tasks and Responsibilities
- Work directly with customers to investigate, troubleshoot and triage complex, code-related technical issues, gather product feedback, and solve problems
- Accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAs
- Review application traces, logs and source-code to identify root cause of incident
- Provide detailed reporting, identify functionalities, and provide status updates on identified issues internally and with the client until the customer support case is resolved
- Assist in new implementations, installations, upgrades and migrations of existing customer systems
- Provide technical and web application training to customers when required
- Communicate and coordinate with internal departments when addressing software bugs or new releases
- Occasionally perform Quality Assurance tasks for testing of new software versions
- Follow procedures, and continually improve internal processes for maintenance of solutions that are in production
- Collaborate with developers and QA team for quality, timely delivery
Education and Experience
- Recent graduate with a bachelor degree in IT, Engineering or equivalent field
- Perfectly bilingual French and English
- Ability to communicate effectively, understanding the problem and explaining its solution
- Broad IT knowledge and an understanding of how IT works in different types of organizations
Key Competencies
- Basic SQL knowledge (MSSQL)
- Basic knowledge of programming languages and development processes (C++, C#, .NET, preferred)
- Proficient in Windows OS and Windows Server
- Ability to acquire and apply troubleshooting information
