Application Support Specialist

New American Funding is seeking a highly motivated and detail-oriented Application Support Specialist to join their team. In this role, you will provide critical support to end-users, ensuring the smooth operation and functionality of business applications while serving as the primary point of contact for troubleshooting and managing application configurations.

Responsibilities

• Provide first-line support to end-users via email and inbound phone calls, for internally developed application-related issues, including troubleshooting and resolving incidents in a timely manner
• Diagnose and analyze application performance problems, errors, and system issues
• Work closely with Product and Engineering teams to identify, escalate, and resolve complex technical issues
• Monitor application performance to proactively identify issues and improve system reliability
• Log and track support tickets using the ticketing system
• Prioritize and manage incidents based on business impact, ensuring SLAs are met
• Identify recurring issues and collaborate with development teams to implement long-term fixes
• Create and maintain clear and comprehensive documentation for application configurations, procedures, and troubleshooting guides
• Develop and share knowledge base articles to empower users to resolve common issues independently
• Collaborate with cross-functional teams (e.g., product and engineering) to enhance application functionality and resolve user issues
• Collaborate with other internal support teams to improve user experience for cross-platform issues

Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong attention to detail and a commitment to quality
• Must be able to verify identity and employment eligibility to work in the U.S
• 1+ year(s) of experience in application support or a related IT support role
• Hands-on experience with troubleshooting and resolving proprietary software application issues
• Familiarity with ITSM tools (e.g., Zohodesk, Topdesk, Azure DevOps) for ticketing and incident management
• Experience supporting enterprise applications or software used in the Mortgage industry
• ITIL certification or other relevant IT certifications

Benefits

• Health
• Dental
• Vision
• 401k
• Paid holidays
• Paid vacatio n

Company Overview

Company H1B Sponsorship