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We're committed to bringing passion and customer focus to the business.
Kaleida Systems Software LLC is seeking an Application Support Specialist to provide SaaS application users with understanding how to use their business software application, problem solving issues and help them be successful in their daily operations. We are looking for individuals with excellent communications and problem-solving skills who value creativity, hard work, and on-the-job-excellence.
This position can be remote. Employees are expected to be on-site in the North Carolina office to complete training as well as travel to the site for company meetings on occasion.
Primary Responsibilities:
- You will be responsible for client application related customer help calls, customer help emails, after hours support, and documentation.
- Ability to document help call activity in the Zendesk call tracking system.
- Ability to facility inter-team communications regarding client issues and requirements.
- Articulate, track and follow up on closure of client related application issues being resolved by level II and III teams.
Primary Qualifications:
- Able to communicate well with clients over the phone, video conferencing and email.
- Possess excellent tech-savvy desktop skills.
- A solid understanding of both web and mobile application platforms.
- Ability to maintain a calm demeanor under pressure
- Excellent diagnostic and problem-solving skills.
- Excellent writing skills in documenting issues for level II teams and client communication.
- Willing to cover after hour shifts on rotational basis.
- Three years of customer support application experience desired.
Preferred Qualifications:
- Experience with QuickBooks, and Zendesk a big plus.
- Three years experience in a support help desk role.
Success factors/job competencies:
- Action Oriented & Drive for Results: Enjoys working hard; is action oriented and full of energy for the things seen as challenging; not fearful of action with minimum of planning; seizes opportunity to drive business objectives forward. Can be counted on to meet or exceed goals successfully; is consistent in performance and strives to be a top performer; very bottom line oriented; steadfastly pushes self and other for results. Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
- Critical Thinking & Continuous Development: Can effectively cope with change; can shift gears comfortably; ability to synthesize objectives across the organization and take appropriate action without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty. Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Deals with concepts and complexity comfortably; capable, and agile. Applies new learnings to enhance productivity and quality of the work without prompting. Seeks and applies efficiencies in day-to-day work, constantly improving and streamlining processes to achieve company objectives.
- Communication & Relationship Building: Has the ability to perceive reactions via non-verbal signals of others, reason with others to promote thinking and cognitive activity, understand drivers of decisions by interpreting the cause of other’s reactions and what it may mean, and manage relationships by working collaboratively to reach the best outcome for the company. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Actively and consistently seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Serves as a collaboration catalyst that motivates others to want to collaborate as well.
Benefit Information:
Fullsteam and its Family of Companies offers a competitive wage as well the following benefits:
- Major Medical
- Dental
- Vision
- 401k with Company Match
- Paid Holidays
- Personal Time Off
- Employer Paid Short Term Disability & AD&D
- Other employee paid supplemental insurances offered
Physical demands and work environment:
Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and/or move up to 15 pounds.
This position is 100% remote. The candidate would need to have a suitable work environment set up as their home office and be comfortable managing their own schedule in a non-corporate office environment.
EEOC & ADA Statement:
Fullsteam and its family of companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Fullsteam and its family of companies complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Fullsteam Human Resources.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Final candidate must be able to pass a background check.
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