Job description

Application Support Developer
Direct Hire
100% remote role.

This will be a hands on development support role (XML, JavaScript, JSON, SQL and either .Net or Java background).

Responsibilities
Provide application and technical support to lending customers by responding to support tickets, calls, virtual meetings, and emails.
Manage and balance multiple support ticket priorities in a shared ticket tracking tool.
Appropriately prioritize and keep management informed of high priority tickets.
Manage customer expectations regarding ticket resolutions and time frame and listen to customers to identify their needs and concerns
Assess technical complexity of tickets and make escalation recommendations to management or Tier 3 teams as needed.
Monitor ticket SLAs and maintain high customer satisfaction and fast response times.
Create and review reusable knowledge base articles to build self-serve resources.
Collaborate with other support representatives to solve complex issues.
Identify opportunities or customer queries that should be referred to Account Management
Must be able to make decisions and solve problems independently while adhering to policies and procedures
Ability to anticipate areas of difficulty and/or questions and quickly adapt training or documentation to meet the needs of clients
Strong communication skills - able to effectively communicate technical information in non-technical terms
Strong organizational and interpersonal skills with good follow-up skills and attention to detail
Ability to analyze and solve complex problems to identify root cause information
Ability to multi-task and adjust schedules to meet deadlines in a dynamic environment.

Requirements
Bachelors Degree
5+ years of customer-facing software support/implementation experience preferably in the Banking, financial services, and/or software industries in hosted or cloud-based environments
Software/Languages: AWS, Java, Python, Atlassian Suite, JSON, Zendesk, Postman, JIRA, XML, JavaScript
Strong verbal and written communication skills
Ability to predict possible issues and look for opportunities for improvement
Software installations and troubleshooting (SQL Server/Windows Server OS)
Batch file scripting and API calls
Implementing hosted and/or SaaS software, including data migration and data manipulation
Database technologies, commands, and management
Agile software development methodologies and tools
Microsoft Office application, especially Excel
Ability to quickly learn complex enterprise software and adapt and thrive in an evolving environment
Strong communication, documentation, and presentation skills and experience using Salesforce or other CRM platforms, helpdesk software
Ability to think logically, solve technical problems and prioritize diverse tasks across multiple projects

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities [1]to contact us if you are an individual with a disability and require accommodation in the application process.

Links:
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[1] https://www.yoh.com/applicants-with-disabilities
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