FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
About the role
Key responsibilities & impact- Respond to end-user questions regarding application functionality, navigation, and established business processes
- Guide users through application workflows and explain how system features should be used to accomplish business tasks
- Troubleshoot reported application issues and determine whether issues relate to user understanding, data, permissions, configuration, system functionality, or software defects
- Reproduce reported problems and document steps, conditions, expected behavior, and actual behavior
- Resolve issues within Help Desk knowledge and authority and escalate issues requiring specialized expertise
- Create, update, categorize, prioritize, and track support tickets through resolution
- Gather information before escalating potential defects
- Assist users with account, role, access, and permission questions
- Research documentation, knowledge articles, procedures, and previously resolved tickets
- Develop and maintain knowledge-base articles, FAQs, quick-reference guides, and user-support documentation
- Identify recurring questions and recommend improvements to documentation, training, usability, or business processes
- Communicate application changes, known issues, workarounds, and resolutions
- Support new releases by learning new and modified functionality before deployment
- Coordinate with developers, testers, business analysts, system administrators, and subject-matter experts
- Maintain records of user interactions, troubleshooting, resolutions, and escalations
- Monitor support trends and identify recurring issues warranting corrective action, training, or enhancement
- Provide professional, customer-focused support to users with varying technical proficiency
Requirements
What you’ll need- Experience providing application or end-user support
- Ability to learn complex enterprise software and business processes
- Strong analytical and troubleshooting skills
- Ability to explain technical or complex processes in understandable terms
- Experience with ticket-management and knowledge-management systems such as Jira and Confluence
- Excellent customer service based on active, empathetic listening with problem-solving focus
- Strong written and verbal communication skills
- Ability to distinguish among training, procedural, access, data, configuration, and software-related issues
- Understanding of training organizations, a plus
- Experience with NIST application security requirements, a plus