Application Support Coordinator

  • Richmond Hill, Canada
  • Full-time

Company Description

Job Description

Position: Application Support Coordinator
Location: Richmond Hill, ON

Candidates will be required to demonstrate exceptional knowledge of our platform and be comfortable working in a fast paced environment. Expert knowledge of our ticketing system and ensuring all client communications are captured within our ticketing system is vital. Responding to client requests in a timely fashion while knowing when to escalate issues will be the biggest challenge in this role. 

Key Deliverables
•Follow company principles on a daily basis: Responsiveness, Constant Communication, Going Above and Beyond, Expert Guidance, Technology Supports Business
•Ensure Client SLAs are being met and escalate issues when necessary
•Develop a list with all customizations per client
•Review HTML and any Front-End ASP.NET code
•Ensure overall customer satisfaction

•Working with our support team to triage support requests and resolve tickets when necessary while properly communicating issues to the support development team
•Escalate tickets when necessary and include all required information.
•Supporting the developers with re-creating issues/error messages that clients are receiving and either resolving the issue or escalating the issue to be resolved by a developer
•Reporting to our Management Team on a regular basis with regards to progress and overall software quality
•Resolve all informational/How too tickets
•Respond to client tickets within the targets set in our clients SLA’s
•Ensure clients receive daily updates on all open tickets assigned to you
•Deploy code/front end changes in the evening and ensure those changes are properly tested
•Communicate effectively with clients before deployments and follow up once deployments have been completed
•Always seek client approval before completing any work 

Qualification and Skills
•Client focused, energetic, with a positive attitude
•Analytical, organized, detail-oriented and able to make objective and critical evaluations and resolutions.
•Competent with SEO principles
•Competent with Google Analytics
•Expert with OrderDynamics eBusiness Manager and Frontend Websites
•Knowledge of object oriented design and programming using C# and ASP.NET 3.5
•Knowledge of HTML, CSS and JavaScript
•Knowledge of Microsoft SQL Server 2000/2005/2008 (programming with T-SQL) 
•Experience working with C#, ASP.NET, .NET framework, JavaScript
•Experience with testing/investigation tools (SoapUI, Fiddler, Firebug, etc.)
•Experience working in a team environment 
•Excellent verbal and written communication skills
•Knowledge of Active Directory, IIS, Exchange and other Microsoft Server Products
•Team Foundation Server 
•Experience with other eCommerce Products, OMS, CRM, etc

Key Performance Indicators
•Evaluation from clients, superiors and peers
•Complete deliverables on-time
•Communicate ahead of time in the event of delays to deliverables
•Level of client satisfaction

Additional Information

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