Application Support Specialist

The Application Administrator is responsible for providing support to Exostar’s valued clients across a variety of program solutions, including meeting support and performance targets. This person will provide second-tier technical support to end users of the applications with professionalism and strong communication skills. The Application Administrator handles moderately complex problems and may interact with Technical Operations, Development, vendors and QA to restore service and identify and correct core problems.

Your day, if you join us: Essential Job Functions

• Providing top-notch customer service per Service Level Agreements (SLAs) as a subject matter expert on assigned applications
• Documenting and tracking issues; assisting in identifying root causes and corrective action resolutions

• Responding to all customers, partners and vendors quickly with professionalism and concern *

• This includes maintaining effective queue management for cases escalated to higher-tier support
• Consistently meeting performance targets, goals and deadlines

• Supporting and executing Standing Operating Procedures (SOP) and associated processes *

• This will include documentation of configuration and issue resolution (root cause analysis (RCA), corrective actions)
• Suggesting improvements and giving feedback on documented troubleshooting procedures
• Promoting a ‘continuous improvement atmosphere’

• Providing off-hours support (via mobile phone) of applications as part of a rotating schedule *

• Only required for severity one issues

• 2+ years of experience in customer service, application administration, or a call center environment
• Proficiency in Microsoft Office products
• Strong verbal and written communication skills, including the ability to explain complex processes to customers
• Comfort with - and genuine interest in - troubleshooting technical issues
• The ability to thrive in a fast-paced environment where multitasking is essential
• Ability to obtain and maintain Exostar Trusted Role status
• Due to customer requirements, U.S. Citizenship is required. Ability to gain and maintain Trusted Role is required

You’re exactly who we’re looking for if you have:

• A Bachelor’s degree
• Familiarity with business applications, ideally including eProcurement platforms - experience with Commerce One, Ariba, Poet, or ACP is a plus
• Experience in eCommerce, B2B environments, or the Aerospace & Defense industry
• Working knowledge of XML and electronic data transfer
• An understanding of supply chain management, procurement, or sourcing technologies
• A strong sense of accountability and ownership over your work
• A collaborative approach to creative problem-solving

Pulled from the full job description

• Tuition reimbursement, Exostar’s cloud-based platforms create exclusive communities within the Aerospace and Defense, Life Sciences, and other highly regulated industries where members securely collaborate, share information, and operate compliantly. Within these communities we build trust. By analyzing community data, we provide insights and intelligence, enabling organizations to make better, timelier decisions, to mitigate risk, and operate more efficiently.
• We believe in employee development: we promote internally and provide training and educational assistance
• We provide a fun, engaged workplace, with social and community-building events
• We offer comprehensive benefits and flexible time off plans.