Application Support Analyst (Hybrid)

Posted Date 1 week ago(9/22/2022 4:07 PM)
Job ID
2022-25058
Job City
Indianapolis
Job State
Indiana

Overview

Knowledge Services, a Fishers-based consulting and technology company, is currently hiring an entry level Application Support Analyst. This role is responsible for supporting the users of our mobile and web-based software product through Live Chat, email and over the phone. This is a wonderful opportunity to get your foot in the door with a growing organization that can offer long term career growth potential.  This role is based in our beautiful new Corporate HQ office near Fishers, IN, but allows for some remote work flexibility.

 

Join Knowledge Services and experience why we have been voted a "Best Places to Work in Indiana" for the past SIX years.  We combine service and technology to deliver impactful solutions to our clients nationwide.  As a Knowledge Services team member, you will experience first-hand our exceptional culture, great benefits, and laid-back environment.  We take a personal approach to your career search and welcome the opportunity for a further conversation. 

 

The schedule for this positon is Monday-Friday 8:00-5:00.

 

This role offers a hybrid work environment.

Responsibilities

  • Provide support to customers by explaining product information, obtaining details about the product issues or concerns, and by ensuring concerns and questions are effectively resolved.
  • Guide customers or remotely access systems to help resolve technical issues.
  • Notify customers of intended actions to resolve open issues. Sets appropriate expectations and follows up when reported issues have been resolved.
  • Guide users on self-help resources and tools, both within and external to the product.
  • Monitor volume and type of issues being reported to assess criticality of problems.
  • Champion causes to ensure appropriate attention is given to resolve problems.
  • Refer unresolved customer concerns to proper escalation points as appropriate.
  • Collaborate with coworkers and other teams to ensure product objectives are met.
  • Participate each sprint in triage meetings with product owner and development.
  • Act as a gatekeeper for the product to protect its security and integrity.

Qualifications

  • Minimum high school diploma. Bachelor's degree or related certifications are preferred.
  • A passion for serving others and superior customer service skills.
  • Comfortability with technology, a flexible demeanor, and have a thirst for learning.
  • A positive attitude and team mentality.

Knowledge Services strives to offer an environment that provides our employees with the right balance between work and family.  

 

Perks and Benefits include:

  • Remote work flexibility
  • Brand new HQ office full of amenities (gym, req room, coffee bars, bike room)
  • Personal, modern work stations with standing desks and top of the line technology 
  • Mindful environment with touchless door entry and hospital grade air filtration system
  • Comprehensive health insurance including dental and vision coverage
  • Company funded life insurance
  • Very generous company provided 401k match program (Roth and Traditional options)
  • Established Wellness Program with quarterly monetary participation awards
  • Competitive PTO schedule 
  • Extra PTO day during your birthday month and work anniversary month
  • Maternity/Paternity Benefits

 

Knowledge Services,  established in 1994 and headquartered in Indianapolis IN, is a certified woman-owned (WBE) professional services organization with over 1500 employees located in offices throughout North America.  Founded by Julie Bielawski, CEO, Guidesoft, Inc. DBA Knowledge Services is an industry leader in Managed Service Programs (MSP), Employer of Record / Payrolling Services, National Recruitment, and Staffing Services.  We provide outstanding services to major organizations in various industries, including; IT, Healthcare, Entertainment, Media, Federal and State Governments, Public Utilities, Telecom, Manufacturing and more.

 

As such, Knowledge Services is committed to providing opportunities for growth – in our company, in each team member and in our relationships.  We believe titles do not define a person, but provide a framework to each person’s endless potential.  Our focus on improving our team, product and processes drive us every day.  We are guided by our four Pillars that set the foundation of who we are and how we conduct business:  Knowledge, Integrity, Innovation, and Service. 

 

Knowledge Services is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Knowledge Services does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. People with disabilities, veterans, and military families are encouraged to apply.

 

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