Applications Support (Tier 1)

Company: TEKsystems, Inc ( Learn More )

General Information
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Job Description


The Client is an affiliated company to a large number of individual publishers around the world, including locations in (but not limited to) Baltimore, London, Waterford, Paris, Buenos Aires, and Mumbai. These publishers are focused on developing products that help individuals throughout the world manage their own financial and health destinies.
The Enterprise Applications group within our client develops and supports e-commerce, middleware, business intelligence, and email marketing applications that are used by the affiliated publishers.

Job Function
* Own ZenDesk tickets that are assigned to your queue as well as the team queue.
* Provide technical and layman terms to all parties when necessary.
* Acknowledge & identify desired delivery dates.
* Incorporate the original request into a response when formulation a response.
* Provide recap of original request(s) & action items in regards to the issue upon the closure of the request.
* Articulate clear & concise responses to Affiliates in a non-root approach.
* Proper use of public vs. private comments while communicating with internal teams & end users.
* Understand the true business value of provided updates.
* Ensure issues can be reproduced prior to escalation.
* Awareness, understanding, and ability to articulate to Marketing Intelligence and Fulfillment & Renewals how a support issue could potentially affect their department.
* Awareness of when it is the proper time to reply within a ZenDesk ticket vs. placing a phone call to the end user.
* Keep the end users informed throughout entire process.
* Follow up on the requested item upon completion when necessary.
* Provide recommendations & options to the affiliate when appropriate.
* Direct Observation.

About TEKsystems:

Join TEKsystems®, a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants' skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.
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