Position Title: Application Specialist Department: Client Services

Position Reports To: Director Client Services Revised: January 2021

Position Description:

As an Application Specialist you will be responsible for providing excellent client service on all assigned ApexConnect applications and solutions for a growing technology company. This includes monitoring daily application and client support activities, performing initial triage and analysis on support requests, providing technical assistance to colleagues and clients, troubleshooting and documenting issues for escalation when necessary, effectively communicating with Leadership and colleagues to achieve client and ApexConnect objectives. You will be held accountable for the quality and responsiveness toward achieving high performance SLAs, managing and completion of strategic internal and client projects, incident management efficiency and overall client satisfaction resolving service requests and implementation projects.

Qualified candidates must have demonstrated skills toward systems troubleshooting (hardware & software), ability to learn new application solutions (software & database), and independent as well as teamwork leadership skills. You must have excellent communication and documentation skills with the ability to engage in client problems from creation to completion. Furthermore, experience with financial & expense systems, API systems, ERP systems, and HR systems is desired along with a proven aptitude of basic accounting principles.

The ideal candidate will have a combination of education, training and experience that includes a minimum of three (3+) years education or working experience with software and database applications and three (3+) years working experience in a client service related position, high-availability software environment, SaaS application operations, and cloud-based services experience.  An AS/BS degree or equivalent work experience is desired.

Duties and Responsibilities:

The responsibilities for the Application Specialist will include but not be limited to participation in the following areas:

• Professionalism in all relationships
• Initial triage for client support requests
• Work with colleagues to resolve client issues that cannot be resolved during triage
• Make updates to client SQL stored procedures where appropriate to resolve support issues
• Liaison for Development incidents (updates & enhancements)
• Client advocate with Partners where appropriate to resolve issues
• Problem escalation resource (internal & departmental)
• Responsible for efficiently producing thorough and accurate incident resolutions
• Departmental Documentation
  • Manage information and incidents via Salesforce FAQs
  • Organize internal documents (Sharepoint)
  • Develop and maintain processes and procedures where applicable
• Application Knowledge
  • Accuracy in resolving incidents
  • Ability to interpret business rules and data mappings into stored procedure templates
  • Ability to learn and interact with API’s, ERP’s and HR’s
  • Contribute to the application knowledgebase
  • Contribute to colleague knowledgebase
• Develop and Monitor Performance Metrics
  • Issue tracking, resolution efficiency and quality
  • Client retention
  • Client satisfaction
  • Client loyalty

Knowledge, Skills and Abilities:

• SQL experience is a must (including Stored Procedures)
• Application/client support experience
• Accounting application knowledge (financial & expense systems)
• Knowledge of REST/SOAP Web Services
• C# or other object oriented programming experience

• Highly motivated and able to work independently
• Proven interpretation, problem solving and research skills
• Strong work ethic with high standards of quality
• Attention to detail / detail oriented
• Ability to manage multiple support incidents concurrently
• Strong written & verbal communication skills
• Excellent relationship skills
• Effective troubleshooting and decision making skills
• Professional & courteous
• Ability to accept accountability for actions
• Team Player

Credentials and Experience:

• Associates Degree (AS)
• Bachelor’s Degree (BA / BS)
• SQL Database experience (including stored procedures)
• C# or other OOP Development experience a plus
• Three (3+) years software & database applications experience
• Three (3+) years related service oriented business experience
• Equivalent combination of education and experience

To apply send resume to careers@apexconnect.io or mail to:
ApexConnect
Attention: Careers
304 West Kirkwood Avenue, Suite 101
Bloomington, IN 47404