Reporting to the Application Lead, the Application Support will support second tire business software issues that help of business partners to enable business operations.

The Application Support will be supporting issues that are not able to be solved by the first-tier business support team. All complicated support will be worked with the Application Technical Support team before sending them to the vendor if a resolution cannot be found. All issue will be well documented in our support system for tracking and for added to knowledge base. Any changes will have to be issued via our change management process with the help of the Application Technical Support team. Provide technical support to business customers via telephone and/or Internet, e.g., instant message, email. During any changes or support you will work cross-functionally with all business functions to identify any discrepancies and that the data is migrated into existing data structures in a timely and accurate basis.

This position is expected to grow over time to incorporate additional responsibilities and opportunities as our business continues to expand.

• Provides technical support by phone, email or instant message to business customers. Serves as secondary contact for inbound business customer issues. Escalates more technical product-related issues to proper vendor.
• Processes inquiries of Kiwiplan & SAP products and services and resolves a tougher issue of those inquiries
• Troubleshoots business customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve problems
• Follows up on escalated issues or first level support teams with coaching and mentoring to learn appropriate solution and expand overall knowledge
• Tracks and documents inbound support requests and ensure proper notation of customer problems or issues

Updates customer information and ensures accurate entry of contact information

• Ensure changes tested and loaded into core system on an accurate and timely basis

· Document new technical changes needed for the business team

• Some SAP products
• Some Kiwiplan software suite of products

Participate in any project deemed necessary by the organization

• XML, CSV, FLF
• Some MySQL
• GED or college or post-graduate degree in a technical field or requisite education and experience
• Proficiency in Microsoft Excel and PowerPoint
• 1-2 years of experience working in a corporate environment with common software industry business systems platforms
• Problem-solving and data analysis skill
• People skills and sensitivities when dealing with others

Job Type: Full-time

Pay: $70,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Atlanta, GA 30308: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location

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