Position Summary Statement:

The Specialist, Technical Support, is responsible for diagnosing and resolving application issues to ensure optimal performance and usability for the various system users, and providing root cause analysis with recommendations for improvements. Also shares the responsibility for the day-to-day maintenance and support of the consumer and Members' web applications and Apps in operation, including tasks related to identifying and troubleshooting application issues and escalation.

This individual may also work with the product team to support software projects from inception through implementation and maintenance, including working on specifications to help define the user experience for an improved system. They may be required to document project requirements, user stories, and other project artifacts. They may also require skills to

detect, analyze, diagnose, report, and resolve problems, and create enhancement requests associated with applications. Some basic understanding of programming and debugging duties may be required to develop queries/reports of varying complexity and troubleshoot application issues.

Detailed Responsibilities/Duties:

• Work with internal stakeholders to understand complex, dynamic business rules and apply those rules to fully understand the application.

• Engage end users and internal business units to support the application to ensure it is fully operational with minimal issues or defects.

• Functional understanding of the systems and the development framework for system implementation and maintenance.

• Review and track online application trends for recommendations for improvement and support

• Advanced ability to research, analyze, and recommend improvements to the web applications/Apps.

• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.

• Working ability to effectively recognize and manage interpersonal communication needs.

Skills:

• Demonstrated ability to achieve results under limited supervision

• Strong written and verbal communication skills, with a demonstrated ability to communicate effectively with all levels of an organization

• Professionally handle customer service situations and maintain customer satisfaction as a primary goal

• Analyze and troubleshoot escalated issues from L1 support (or) directly from the customers.

Investigate bugs, functional errors, and performance-related problems to identify root causes and ensure timely resolution.

• Review system logs, API errors, and audit trails to identify anomalies. Proactively flag potential issues before user impact.

• Strong understanding of the technical aspects of iOS and Android app development and design to effectively support, troubleshoot, and resolve escalated issues. This includes knowledge of mobile architecture, platform-specific behaviors, UI/UX flows, and backend integration points.

• Proficient in writing and executing SQL queries for data analysis, issue investigation, and root cause identification.

• Create or contribute to the knowledge base (KB) articles for recurring issues. Maintain runbooks, troubleshooting guides, and self-help resources.

• Provide high-level details of customer problems with reproducible steps to aid QA and development with resolution

• Build and maintain effective working relationships across all functional units of the organization.

• Ability to work effectively with individuals from diverse countries and cultures, with a strong sensitivity to cultural diversity.

• Ability to organize and manage workload efficiently, especially while handling multiple concurrent issues.

• Strong work ethic with an emphasis on service and quality.

• Ability to function as an effective team member or independently

• Motivated self-starter with initiative

• Proficient in Microsoft Office tools, including Word, Excel, PowerPoint, and Visio.

Experience:

• 3-5 years demonstrated experience in the Technology/IT industry.

• 3-5 years of demonstrated technical support experience in supporting iOS and Android-based applications for retail customers within an enterprise-wide system.

Education:

• Bachelor's Degree in Computer Science or related field.

Preferred Qualifications:

• Understanding of CRM, application usability, preferably Salesforce

• Excellent oral and written communication skills

• Strong interpersonal and conflict resolution skills

• Experience with complex, multi-national application implementations

• Good Knowledge in the implementation of .NET applications and proficiency in writing SQL queries

• Experience in using Tools like Splunk, Quantum Metrics, or Dynatrace.