Offer summary

Qualifications:

1-2 years of application support experience in a technical support environment., Excellent verbal and written communication skills., Strong Excel and data analysis skills, with familiarity in Postman, API, and JIRA., Experience with service desk software and strengths in database administration, scripting, or project management..

Key responsabilities:

Develop long-lasting relationships with clients and train them on the product suite.

Provide end-user application support via email and web conferencing, ensuring customer satisfaction.

Analyze and troubleshoot problems effectively, taking ownership of support issues until resolution.

Participate in testing new product releases and assist the Technical Operations team with server support.

Job description

Application Support Specialist

We’re looking for a dynamic Application Support Specialist who will report to the Director of Customer Success and play a critical role in ensuring seamless client experiences across our product suite. This role offers an exciting opportunity to interface with a wide variety of internal and external stakeholders, providing technical support from presales to post-sales activities, and contributing to our mission of making the world a safer place to do business. This position will require working PM hours in PST or MT time zones in order to provide coverage for early APAC business hours.

This position is fully remote out of our Vancouver office.

What You’ll Do:

Develop long-lasting relationships with clients
Train clients on our product suite to maximize value
Proactively optimize support processes and identify areas for automation
Provide end-user application support via email and web conferencing
Analyze and troubleshoot problems effectively, ensuring customer satisfaction
Take ownership of support issues until final resolution and ensure customer satisfaction through end-to-end support solutions.
Participate in testing of new product releases and provide feedback to development teams
Assist Technical Operations team with server support
Effectively manage handover of issues and tasks in a follow-the-sun support model
Occasionally participate in rotational shift coverage (with advance notice/scheduling)

What You Need:

1-2 years of application support experience in a technical support environment
Excellent verbal and written communication skills
Strong Excel and data analysis skills
Familiarity or experience with Postman and API, Okta, JIRA, and service desk software
Ability to multitask while balancing competing priorities
Familiarity or experience with Postman and API
Experience with Okta or any other Identity Providers (IDP)
Previous experience with JIRA or other issue-tracking software
Previous experience with service desk software (Zendesk, ServiceNow, Jitbit, Desk.com, etc).
Strength in one or more of the following: database administration, scripting, technical writing, server management, product training, process improvement, project management

Why Exiger is an Amazing Place to Work:

Discretionary Time Off for all employees, with no maximum limits on time off
Industry-leading health, vision, and dental benefits
Competitive compensation package
16 weeks of fully paid parental leave
Flexible, hybrid approach to working from home and in the office where applicable
Focus on wellness and employee health through stipends and dedicated wellness programming
Purposeful career development programs with reimbursement provided for educational certifications

#LI-Remote

Exiger is revolutionizing the way corporations, government agencies and banks manage risk and compliance with a combination of technology-enabled and SaaS solutions. In recognition of the growing volume and complexity of data and regulation, Exiger is committed to creating a more sustainable risk and compliance environment through its holistic and innovative approach to problem solving. Exiger's mission to make the world a safer place to do business drives its award-winning AI technology platform, DDIQ, built to anticipate the market's most pressing needs related to evolving ESG, cyber, financial crime, third-party and supply chain risk. Exiger has won 30+ AI, RegTech and Supply Chain partner awards.

Exiger’s core values are courage, excellence, expertise, innovation, integrity, teamwork and trust.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Exiger’s hybrid work policy is periodically reviewed and adjusted to align with evolving business needs.

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