Sr. Application Support Specialist
Location: US, MN, Minneapolis
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Bachelor's Degree
Industry: Computer Software
Company profile: Insite Software is looking for smart and motivated people who want to help change the way companies are doing business. We hire for talent, initiative, creativity and innovation. We’re growing rapidly and need great people to help us grow. We offer competitive pay and benefits, a great, open atmosphere and a team that is incredibly talented.We are a leading provider of eCommerce and shipping platforms for manufacturers and distributors requiring B2B, B2C and mobile solutions. InsiteCommerce™ is used by many leading companies for end-to-end eCommerce across their dealers, franchisers, stores, contractors, consumers, and others. Many of our customers also leverage InsiteShip™, which is an internationally enabled supply chain shipping solution to gain efficiencies in shipping and delivery of products.We work hard and have challenging projects. We collaborate. We communicate. We celebrate. Be part of a company where you can make a difference.Some of the great things about working at Insite:Conveniently located on the light rail in the warehouse districtFlexible hours and remote working optionsWork with some of the smartest and most interesting people in the industryRapidly growingFree pop, coffee and teaBike racksLeading-edge technologyRegular all-company update meetingsTwins tickets offered to employees (we’re right across the street)Rooftop BBQs and other sponsored company eventsTons of restaurants nearbyCompany bonus programStock options for key contributorsIf you’re an engaged and energized individual and want to join a great team, we’d love to meet you!
Description: The Commerce Application Support Specialist has the primary responsibility to engage, direct and help resolve technical issues that come from Insite Software’s Commerce clients.  In this position, you have responsibility to ensure that all customer requests are acted upon within the specified timeframes. You will address requests within their area of expertise, and be committed to patiently and professionally work with clients to resolve operational, application and technical issues.
Requirements: RESPONSIBILITIES:·         Engage directly with the customer when the request is within the scope of their knowledge·         Evaluate customer requests that have been directed to them for immediate action and resolution·         Direct customer requests and escalate issues to the appropriate resource within Insite·         Document each customer contact, actions taken, and resolution in CRM·         Work with customer to identify and implement quality work-arounds to their software and business processes to address operational issues that result from software issues·         Test reported functionality issues for further action·         Manage customer requests to insure timely handling and proper direction·         Provide training and process documentation as appropriate·         Acquire and maintain domain knowledge for products being supported and implemented·         Adhere to written procedures developed for the processing of customer requests and serviceQUALIFICATIONS:·         Bachelor’s degree preferred·         Strong problem-solving and analytical skills required·         Previous work experience in a Customer Service/Support, or an Application Support role required, ideally in the Software or SaaS industry ·         4+ years of overall business experience in a professional environment·         Working knowledge of ERPs, manufacturing systems and business processes·         Project Management and Web application experience·         Technical experience and aptitude, with focus on the following tools and technologies preferred:C#, MVC, HTML/CSS, JavaScript/JQuery, and SQL query writing experienceIIS, MS SQL Server, Visual Studio, SVN, and Flash/Flex experience
Benefits: Insite Software is located in the fun, up-and-coming warehouse district of downtown Minneapolis. We offer competitive Health, Dental, Life and Disability benefits.  We provide a 401(k), paid time off and a positive, supportive and stimulating growth-oriented work environment.
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