REMOTE ONLY JOB PURPOSE: Application Customer Support Specialist is responsible for providing technical assistance and troubleshooting support to users of the FedcapCARES application. JOB SUMMARY: We are seeking an experienced Application Customer Support Specialist to join our support team. The successful candidate will demonstrate a strong commitment to providing outstanding customer service and possess in-depth technical expertise in software applications. ESSENTIAL FUNCTIONS: 1. Respond to customer inquiries and provide application troubleshooting and problem resolution.
2. Utilize the Jira ticketing system to create, follow up on, process, and track tickets efficiently.
3. Manage the ticket queue and ensure timely resolution of customer issues.
4. Maintain accurate records of customer interactions and transactions.
5. Log incidents in the Jira ticketing system, clearly documenting symptoms, and root causes, and providing recommended solutions.
6. Collaborate with the development team to resolve complex technical problems.
7. Proactively identify opportunities for process and procedure improvement.
8. Participate in post-release testing and validate the application\'s performance.
9. Develop and maintain technical support documentation.
10. Contributes to the organization\'s success by accepting new assignments, helping team members, learning new skills, and striving to improve team results.
11. Provide technical expertise to support sales and other teams.
12. Prioritize tasks, enhancement requests, and features to maximize value and align with the product strategy.
13. Meet or exceed customer satisfaction and support metrics.
14. Perform other duties as assigned by the manager. KNOWLEDGE, SKILLS, AND ABILITIES: 1 Knowledge of the Organization\xe2\x80\x99s mission, vision, and goals and execution of policies and procedures.
2. Familiar with agile/scrum development processes.
3. Experience with JIRA or similar service desk software.
4. The ability and desire to work cooperatively with others on a team; as a team leader, the ability to demonstrate interest, skill, and success in getting groups to learn to work together.
5. Ability to be accurate and precise with attention to detail.
6. Great verbal and written communication skills.
7. Excels in building effective communication and fostering strong interpersonal relationships with both internal colleagues and external stakeholders.
8. Ability to maintain the highest level of confidentiality, integrity and ethical practice.
9. Ability to consistently achieve organizational goals and meet the expectations set by management.
10. Must be able to navigate complex and/or difficult situations and bring about positive resolutions within the scope of responsibilities.
11. Strong Microsoft Office skills. NOTE - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. QUALIFICATIONS: Job qualifications are stated in the Essential Functions of the job description. An employee must be able to accomplish the Essential Functions to be competent in the job. Other special requirements are noted below. EDUCATION AND EXPERIENCE:

• High school diploma or equivalent required.
• 2+ years of experience in a customer support role of a software product.
• Proficient in computer and software applications.
• Ability to multitask and prioritize effectively.
• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Familiarity with ticketing systems.

Work Environment: This job operates in a remote environment. This role routinely uses standard office equipment such as computers. Special Schedule: Normal schedule is standard business hours Monday-Friday, 9 am-5 pm; At times, must be willing to work in excess of 40 hours per week as driven by operational needs. Part/Full-time: Fulltime (Remote) Term: Regular FLSA Status: Exempt Wage/Salary: $60,000 - $80,000 CAD The Fedcap Group 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. We are an EEO employer committed to diversity, M/F/D/V.

Mission: We are committed to improving the economic and social well-being of the impoverished and disadvantaged.




For 85 years, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society\xe2\x80\x99s most pressing needs. The Fedcap Group is the parent company of a growing number of top-tier nonprofit agencies dedicated to serving over 300,000 children and adults each year across the United States and the United Kingdom. The Fedcap Group provides educational services to every age group, vocational training in high-growth labor industries, behavioral health services, work readiness skill-building and jobs\xe2\x80\x94all targeted to helping people achieve long-term self-sufficiency.
The work of The Fedcap Group is structured within four major practice areas: Education, Workforce Development, Occupational Health and Economic Development, which are strategically aligned for maximum impact.

The Fedcap Group also invests its time and resources in broader systems change\xe2\x80\x94working in partnership with federal, state and local government to improve the way services are designed, funded and delivered.