[Hiring] Application Support Specialist I @Confie TA Admin

Role Description

The Application Support Specialist I provides front-line support for enterprise applications critical to the organization’s daily operations, including proprietary platforms such as Atlas, AgencyTrak, EasyInk, and other integrated business systems. This role requires application-specific knowledge, data awareness, and business process understanding.

This position builds the foundation for a career in Application Support, Incident Management, Dispatch Coordination, or Customer Success, emphasizing analytical thinking, communication, and cross-platform troubleshooting.

Equivalent industry titles may include:

• Application Support Analyst I
• Software Support Specialist I
• Business Application Technician I
• Technical Support Specialist (Application-Focused)
• Enterprise Systems Support Analyst (Entry-Level)

This role supports multi-system business applications and data-driven workflows.

Job Responsibilities

• Incident Management & User Support
  • Serve as the initial point of contact for all application-related incidents, requests, and service inquiries.
  • Log, classify, and prioritize tickets in accordance with incident management protocols and SLAs.
  • Troubleshoot user errors, access issues, data discrepancies, and workflow interruptions within assigned systems.
  • Escalate unresolved issues to Level II support or specialized resolver groups as needed.
  • Communicate status updates clearly and consistently to end-users and supervisors.
• System & Application Knowledge
  • Develop a working understanding of enterprise applications (e.g., Atlas, AgencyTrak, EasyInk).
  • Follow standard operating procedures (SOPs), escalation paths, and internal runbooks.
  • Use diagnostic tools, error logs, and transaction history to assist in root cause identification.
• Process Adherence & Quality
  • Maintain accurate and complete documentation for every incident.
  • Support ITIL-aligned processes, including Incident Categorization, Prioritization, and Closure Review.
  • Participate in feedback loops to enhance knowledge base (Athena Vault) content.
• Collaboration & Communication
  • Collaborate closely with Dispatch Coordination, QA, and Application Development teams.
  • Participate in shift handoffs and daily huddles to maintain situational awareness.
  • Exhibit professional and empathetic communication with both technical and non-technical users.

Qualifications

• High School diploma
• Foundational understanding of application behavior, data flow, and system interdependencies within multi-platform business environments.
• Awareness of incident management and ITIL principles, including ticket categorization, prioritization, and escalation protocols.
• Working familiarity with enterprise workflows such as user access management, payment processes, or policy/transaction tracking in core systems (e.g., Atlas, AgencyTrak, EasyInk).
• Ability to interpret user issues within the context of business processes and apply procedural discipline in documenting, triaging, and escalating incidents.
• Basic understanding of service-level agreements (SLAs), root cause concepts, and change management awareness.

Requirements

• Proficiency with ticketing and service management platforms (e.g., Jira Service Management, ServiceNow, Zendesk, or equivalent).
• Working knowledge of Microsoft 365 applications (Outlook, Teams, Excel, Word) and web-based collaboration tools.
• Familiarity with Windows operating systems, browser behavior, and common connectivity troubleshooting steps.
• Basic exposure to databases, error log interpretation, and authentication systems (Active Directory, SSO, MFA).
• Ability to follow technical instructions, navigate system consoles, and use diagnostic utilities in accordance with documented SOPs.
• Typically 0–1 year of experience in application support, customer service, or IT operations.
• Prior exposure to software support, business system troubleshooting, or helpdesk environments preferred.
• Demonstrated ability to manage incident queues, communicate effectively with non-technical users, and document work accurately.
• Internship or practical experience in a technology support or business systems environment is advantageous.

Benefits

• Competitive weekly salary
• Legal benefits
• Christmas bonus
• Savings fund
• Profit sharing (PTU)
• Vacation days
• Vacation premium
• Extra paid days off
• Private medical insurance and preventative care
• Life Insurance
• Growth opportunities