Application Support Specialist-Duncan Solutions, LLC Position Available In Philadelphia, Pennsylvania

Application Support Specialist-Duncan Solutions, LLC Business Processing Solutions Philadelphia, PA Job Details Full-time Estimated:

$48.9K – $63.1K a year 8 hours ago Benefits Paid jury duty Health savings account AD&D insurance Paid holidays Disability insurance Health insurance Dental insurance Flexible spending account Paid time off Parental leave Employee assistance program Vision insurance 401(k) matching Employee discount Qualifications Some college Software troubleshooting Customer service Mid-level Technical support Analysis skills Remote access software Communication skills Help desk Full Job Description Duncan Solutions, LLC , a subsidiary of Business Processing Solutions, LLC , is a full-service transportation management company and a leading provider of parking and tolling management solutions. We support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, and integrated on-street parking management services.

POSITION SUMMARY

We are looking for a motivated and customer-focused Application Support Specialist to join our team in Philadelphia. This role is crucial for ensuring our end-users have a seamless experience with our technology, including our suite of custom-built applications. As the first point of contact, you will provide essential front-line technical support, troubleshoot issues, and collaborate closely with various teams to drive solutions. This is a full-time, onsite position requiring daily presence in our Philadelphia office.

WORK LOCATION 1101

Market Street Jefferson Center Philadelphia, Pennsylvania 19107 ESSENTIAL

DUTIES AND RESPONSIBILITIES

Provide timely and effective Tier 1/Tier 2 technical support to end-users for our custom applications via multiple channels (ticketing system, email, phone, in-person). Diagnose, troubleshoot, and resolve application-related issues reported by users, ensuring clear and empathetic communication throughout the process. Accurately document user issues, troubleshooting steps, and resolutions within our ticketing system and knowledge base. Escalate complex technical issues to development teams or other senior support staff, providing detailed information for efficient resolution. Collaborate effectively with colleagues, developers, QA testers, and project managers to identify root causes and implement solutions. Assist in creating and maintaining user documentation, FAQs, and training materials for custom applications. Identify trends in user-reported issues to proactively suggest application improvements or training opportunities. Participate in testing new application features or updates before release. Maintain a high level of professionalism and customer service in all interactions. Other duties as assigned.

EDUCATION / EXPERIENCE / SKILLS

Some College/Associates Additional experience above the required minimum may be substituted for education requirements Must Have At least 1-year of experience in a technical support, help desk, or application support role, directly assisting end-users. Demonstrated ability to troubleshoot and support custom or proprietary software applications. Exceptional communication skills (both written and verbal) with the ability to explain technical concepts clearly to non-technical users. Strong interpersonal skills with a patient, customer-centric approach. Excellent problem-solving and analytical abilities. Proven ability to collaborate effectively within a team environment and across departments. Self-driven and proactive, with the ability to manage time effectively and prioritize tasks in a fast-paced environment. Must be able to work onsite daily at our Philadelphia office. Desired Voice and data communication cabling and equipment. Remote Desktop Client and Remote Assistance technologies Software application support

DECISION-MAKING LATITUDE

Troubleshooting and Issue Resolution Determining the best course of action to diagnose and resolve technical issues reported by end-users, potentially including the use of specific tools or procedures. User Training and Guidance Deciding on the most effective methods to train users on the application, which may include creating tutorials, documentation, or conducting one-on-one training sessions. Prioritizing Support Requests Making independent judgments about the urgency and impact of different support requests to ensure timely resolution, and potentially escalating complex issues. System Configuration and Maintenance Having some level of control over configuring and maintaining aspects of the application or related systems, like setting up user accounts or managing access rights. Documentation and Knowledge Base Contributing to or creating documentation and knowledge base articles to help users solve common problems independently.

PHYSICAL DEMANDS/WORKING CONDITIONS

Mobility:

Frequently required to move about, traverse, or walk between different buildings, floors, or work areas to reach end-user locations.

Stamina:

Must be able to stand and walk for extended periods while providing on-site support or moving between locations.

Carrying Equipment:

May be required to lift, carry, or transport IT equipment (e.g., laptops, peripherals, tools) weighing up to [e.g., 25-50] pounds between locations.

Pace:

Ability to move efficiently between user locations to respond to support requests in a timely manner.

Environmental Conditions:

May be exposed to various weather conditions while walking between buildings or different sites.

SUPERVISORY RESPONSIBILITIES

None

ADDENDUM COMPENSATION & BENEFITS

Business Processing Solutions, LLC offers a professional environment, stability, upward mobility, and a wide breadth of benefits. We offer our full-time regular employees who meet eligibility criteria the following: Medical, Dental, & Vision Insurance Healthcare & Dependent Flexible Spending Accounts (FSA) Health Savings Account (HSA) with Employer Contribution Company Paid Life and AD&D Insurance Company Paid Short- & Long-Term Disability Employee Assistance Program (EAP) Business Travel Accident Insurance Corporate Travel Discounts Bonus & Incentive Compensation Programs 401(k) with Employer Match (Traditional/Roth/Safe Harbor) Paid Time Off including: 9

Company Holidays PTO Accrual Sick Time Accrual Parental Leave Jury Duty Bereavement Other Voluntary Benefits:

Life and AD&D Insurance Critical Illness Accident Insurance Identity Theft Insurance Pre-paid Legal Insurance Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees are required to perform duties outside their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This job description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.