Overview

Alpine Software is a leading provider of records management software to Fire Stations in the US through its RedNMX software.

The Application Support Analyst provides a high level of service and advanced system-level support to Alpine Software’s Clients.

Advanced knowledge of applications, systems and technology is required. Must also deliver excellent customer service requiring strong communication skills both written and verbal to ensure a high percentage of problem resolution and client satisfaction.

This role may also lead projects working closely with other team members to implement new functionality, upgrade clients to the latest version of our software, perform data migrations, document support requirements and train other service support analysts.

Role and Responsibilities

· Provide technical assistance and maintenance support to end users.

· First point of contact for phone and e-mail to provide application support.

· Demonstrates courteous customer service support to all callers receiving high customer satisfaction results.

· Identifies, triages, researches and resolves complex problems.

· Demonstrates the ability to learn and improve troubleshooting skills and develop application expertise.

· Develops and maintains an understanding of best practices to use in coaching our clients to success.

· Communicates effectively with internal teams and external client/partners to deliver product information, properly managing client’s expectations and providing regular status updates to the client.

· Works independently on all routine assignments and partners closely with other members of the Development and Implementation teams to resolve issues as appropriate.

· Uses help desk ticketing system effectively to identify issues, track all interactions with the customer and communicate both internally and externally progress and actions taken.

Required Experience

· 2+ years client-facing software support experience.

· Strong understanding of best practices in Application Support

Required Skills

· Excellent listening and problem-solving skills.

· Attention to detail.

· Ability to translate product features into workflow benefits for users.

· Outstanding client communication skills including follow-through, tracking, and closure.

· Ability to convey instructions, document processes, and communicate effectively in writing.

· Ability to multi-task while maintaining productivity and efficiency.

· Exceptional interpersonal skills to facilitate interaction with internal staff and clients.

· Ability to escalate concerning client issues to manager.

· Client-centric attitude with client satisfaction as #1 objective.

Preferred Skills

· Current or previous Firehouse or Emergency Services software experience.

· Experience with ticket management system.

· Software installation experience.

· Familiarity with Firehouse or Emergency Services environment.

Location

0% travel. Work from Rochester Corporate office is required.

Alpine Software Corporation

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Alpine Software Corporation | Application Support Specialist