What are the responsibilities and job description for the Application Customer Support Analyst - REMOTE position at Randstad Technologies?
Job Description
**** 100% Remote Position****
Our client in St. Louis, Missouri is looking for a Customer Support Applications Analyst to join their team for a long term project. The ideal candidate will have:
- experience supporting applications
- client facing experience
- international exposure
- understand ITSM incidents
- insurance experience
- ability to work with team members and clients
location: CHESTERFIELD, Missouri
job type: Contract
salary: $35 - 40 per hour
work hours: 8am to 4pm
education: Bachelors
responsibilities:
- Provide in depth application support to business partners and team members with a target of 50% first call resolution on all assigned tickets.
- Participate in client-facing discussions as a subject matter expert on the general functionality of the system and software.
- Train CAS1 staff members and serve as a mentor/support for growth of the team members with less experience.
- Documentation and contribution of 1-2 process improvements per year in the area of Client Application knowledge or Client Support.
- Provide business application support to business partners and team members in the areas of functionality, system access, content management, and consumer notifications for complex application systems.
- Professionally manage all consumer discussions post implementation, acting as a consumer advocate and liaison between consumers and the product support offered by Global IT, subject matter experts and application service team members.
- Apply proper change management protocols for all production moves, including ticket creation, communications, approvals, rollback procedures, test evidence, and support.
- Continuous learning to better know the customers/consumers, develop and maintain effective business relationships.
- Continuous learning at a generalist level that evolves with new features/functionalities within the applications.
- Coordinate efforts associated with third-party evidence provider changes.
- Ensure customer service excellence by consistent communications, root cause analysis documentation, and process improvements.
- Provide training and guidance to team members and business partners as required.
- Comply with standards for all technical and business operations defined.
- Maintain regular and predictable attendance.
qualifications:
- Experience level: Experienced
- Minimum 5 years of experience
- Education: Bachelors
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.
Salary : $35 - $0