Application Support Specialist I

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    "title": "Application Support Specialist I",
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    "datePosted": "2024-06-06T20:02:09.656Z",
    "description": "<h2>Overview</h2>\n<p>Under the direction of the Application Support &amp; Customer Experience Manager with Fidelity National Financial, the Application Support, Training and Implementation Specialist is responsible for providing technical assistance and support for software applications, ensuring smooth operation, and assisting users with application-related issues. This role involves customer support, training, and implementation of software solutions.</p>\n<h2>Duties</h2>\n<p>• Provide technical support for application-related issues, including diagnosing, troubleshooting, and resolving system and user-reported problems.• Respond promptly to support requests via phone, email, and chat, assisting users with application questions and issue resolution.• Partner with department leadership to assess, prioritize, and plan training initiatives aligned with business needs.• Develop, maintain, and update training materials and documentation across multiple formats, including presentations, job aids, and knowledge base articles, based on user feedback, survey results, system enhancements, and support ticket trends.• Facilitate training sessions and customer webinars using effective instructional techniques that support diverse audiences with varying learning styles, educational backgrounds, and experience levels.Provide training and user support during system implementations, product launches, and go-live events, collaborating with cross-functional teams to support successful application deployment, integration, and ongoing adoption.• Collaborate with cross-functional teams to support successful application deployment, integration, and ongoing adoption.</p>\n<h2>Education</h2>\n<p>• High school diploma or equivalent (GED) required.• Bachelor’s degree preferred.</p>\n<h2>Experience</h2>\n<p>• Prior experience in Information Technology, including software implementations, training, account management, or end-user support within a professional environment.• Strong interpersonal, customer service, and communication skills, with attention to detail, effective follow-up, and the ability to assess, resolve, and communicate customer issues to both technical and non-technical audiences.• Strong organizational, planning, and problem-solving skills with the ability to manage multiple priorities in a fast-paced, team-oriented environment.• Ability to work both independently and collaboratively within a team environment.• Proficiency with Microsoft Office applications, web-based tools, internet browsers, virtual training/webinar platforms.</p>\n<p>• Four or more years of professional experience in Information Technology, including at least one year in application support, software implementation, training delivery, or customer-facing account support.• Experience in the title insurance industry or related real estate, mortgage, or settlement services environment preferred.• Experience using AI productivity tools, such as Copilot, to enhance documentation, training development, customer support, or operational efficiency.</p>\n<h2>Additional Information</h2>\n<p>COMPENSATION and BENEFITSThis position has the potential to earn compensation in the range of $50,000X - $70,000 (annually) based on location and job-related factors such as skillset and experience. Actual rate may vary within the range provided, depending on a number of factors, including skillset, experience and location. The base compensation is one component of the total rewards package offered to our employees, including optional health and welfare insurance (medical/dental/vision/life/disability); paid holidays, vacation, and sick time off; and matching 401(k) plan and matching employee stock purchase plan.</p>",
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    "responsibilities": "• Provide technical support for application-related issues, including diagnosing, troubleshooting, and resolving system and user-reported problems.\r\n• Respond promptly to support requests via phone, email, and chat, assisting users with application questions and issue resolution.\r\n• Partner with department leadership to assess, prioritize, and plan training initiatives aligned with business needs.\r\n• Develop, maintain, and update training materials and documentation across multiple formats, including presentations, job aids, and knowledge base articles, based on user feedback, survey results, system enhancements, and support ticket trends.\r\n• Facilitate training sessions and customer webinars using effective instructional techniques that support diverse audiences with varying learning styles, educational backgrounds, and experience levels.\r\nProvide training and user support during system implementations, product launches, and go-live events, collaborating with cross-functional teams to support successful application deployment, integration, and ongoing adoption.\r\n• Collaborate with cross-functional teams to support successful application deployment, integration, and ongoing adoption.",
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