Application Support Coordinator

Overview

Application Support Coordinator

About Us

Do great things in uncharted territory and experience the excitement of taking your career to new heights at INSIGHT2PROFIT, a rapidly growing leader in pricing and profitability consulting and technology. At INSIGHT, smart and ambitious people just like you are transforming the way businesses think and operate to achieve extraordinary outcomes. With our proven business model and your fresh perspective, you'll have the opportunity to take on a highly visible role, make a meaningful impact, and help steer our company towards even greater heights. Join us today and take your career to and take your career to the next level with INSIGHT! 

What We’re Looking For

Our Application Support team is highly collaborative, working closely with every department in the organization to ensure seamless operations and exceptional service. We are dedicated to finding solutions and taking care of our customers, both internal and external. By engaging with diverse teams, we gain a comprehensive view of the organization, allowing us to identify patterns and uncover opportunities for process improvement. Our commitment to excellence and continuous enhancement drives us to provide top-notch support and innovate toward efficiency.

We are looking for an organized and highly motivated individual to join our team and to coordinate several critical activities across our DRIVE platform. Working across the Technology organization and communicating with stakeholders across the company, the Application Support Coordinator is responsible for: 

Responsibilities

• Monitor and manage incoming ticket queue, providing timely and professional responses to user inquiries and support requests.
• Work directly with users and across teams to troubleshoot issues and provide technical support via support portal tickets, email, and video conferencing.
• Collaborate with team members to escalate and resolve complex user problems, coordinate engagement of other teams or SMEs when necessary, and drive progress toward timely issue resolution.
• Foster a positive and trustworthy image of the application & company by demonstrating integrity, expertise, and a customer-centric approach in all interactions.
• Actively participate in the testing phase of applications under development.
• Stay updated on product knowledge and policies to provide accurate information to users.
• Contribute to comprehensive knowledge base content for internal teams and external users.
• Manage access to internal systems and client-facing applications.
• Update, manage, and load data into applications to ensure accurate and up-to-date information.
• Support the successful launch of new support portals - including limited Jira Service Management configuration.
• Attend and actively contribute to sprint ceremonies, including sprint planning, daily stand-ups, and sprint retrospectives (The Application Support Team practices ScrumBan, our development teams use Agile/Scrum).
• Other duties as required to improve productivity within the team.

Qualifications

Required

• Bachelor’s degree in Computer Science, Information Technology, Business or a related field; an equivalent combination of education and/or professional experience demonstrating equivalent knowledge and skills will also be considered.
• Excellent verbal and written communication skills, capable of translating complex technical concepts clearly and succinctly for diverse audiences, including both technical and business stakeholders.
• Demonstrated ability to operate independently while effectively collaborating across teams and functions. Exceptional work ethic, judgment, business acumen, attention to detail, analytical skills, and problem-solving skills with the ability to make informed decisions
• Proven adaptability and capacity to deliver results consistently in a high-performance, deadline-driven professional services environment.
• Ability to impact company culture and meaningfully shape the vision of our company

Preferred

• Prior experience in application support, client services, or technical support roles within a professional services or corporate setting.
• Familiarity with Agile methodologies, specifically experience supporting or participating in Scrum ceremonies.

• Proven ability to develop clear, user-focused documentation, including knowledge base articles, FAQs, user guides, or similar technical documentation.

Benefits & Dynamic Rewards: Enjoy industry-leading benefits and programs designed to enhance wellness and support work-life harmony.  Specifically, we offer a comprehensive benefits package including medical, dental and vision coverage (available from your start date), a 401(k) plan with company contribution, generous paid time off, and a range of professional development opportunities including a tuition reimbursement program. Eligible employees may also participate in annual merit increases and long-term incentive program. 

You’ll enjoy far-reaching rewards at INSIGHT. Competitive compensation and benefits, a Long-Term Incentive Plan that creates shared financial benefits from company growth, and an attractive bonus system, are just the beginning at an organization that ranks as an Inc. Best Workplaces 2023, and among the Inc. 5000 list of fastest-growing private U.S. companies. 

INSIGHT offers an appealing environment for self-directed individuals who embrace opportunity in all areas of work and life. If you are seeking the excitement of an entrepreneurial organization with a track record of accomplishment and phenomenal growth, take a closer look at INSIGHT. Career breakthroughs like this don’t come along every day. Apply and tell us how you’ll help us shape the direction of a booming industry. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. 

INSIGHT2PROFIT is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws. 

INSIGHT2PROFIT is interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas. This includes individuals with OPT or STEM OPT.