Application Support Specialist at New American… · Santa Ana

Summary: New American Funding is seeking a highly motivated and detail-oriented Application Support Specialist to join their team. This role involves providing critical support to end-users, troubleshooting application issues, resolving incidents, and managing application configurations to ensure smooth business operations. The position requires strong technical expertise, problem-solving skills, and effective communication to collaborate with product and engineering teams. 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 Required Qualifications: - Associate's degree in Computer Science, Information Technology, or a related field (or equivalent work experience) - 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 - 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 Required Skills: Application support, Troubleshooting, Proprietary software applications, ITSM tools, Zohodesk, Topdesk, Azure DevOps, Incident management, Enterprise applications, Mortgage industry knowledge, ITIL certification, Analytical skills, Task prioritization Benefits: Full time benefits inlcuding health, Dental, Vision, 401k, Paid holidays, Paid vacation