Job Descriptions: ICC Community Development Solutions is a leader in Content Management Solutions and Business Process Automation. Our highly trained staff develops and determines optimal solutions and implementation, as well as provides support after installation for Laserfiche-branded solutions. ICC CDS offers challenging work in a diverse, flexible, supportive environment where an appropriate work-life balance is emphasized. The successful applicant for this position will demonstrate a focus in customer service along with software implementation expertise and a keen desire to have a meaningful impact in a values-based, team-oriented business environment. GENERAL DESCRIPTION OF POSITION: The primary responsibility of the Application Support Technician is to provide technical remote support to external clients of ICC CDS’s Laserfiche application. In addition to supporting customers by phone, this position may require occasional travel to install software, train end-users, assist with sales demos, and attend conferences and events. The Application Support Technician interacts both proactively and reactively with internal and external customers to provide information and technical support in response to inquiries. This individual utilizes in-depth knowledge of company products and software programs and works across teams to access information in order to resolve concerns, thus ensuring a high quality positive customer service experience. ESSENTIAL RESPONSIBILITIES OR TASKS PERFORMED: + Provide frontline customer support via phone and email, resolving technical issues and inquiries in a timely and professional manner. + Guide customers through the implementation process, ensuring a smooth transition to our software solutions. + Collaborate with cross-functional teams, including Sales, Operations, and Support, to address customer needs and improve overall product performance. + Develop a deep understanding of our software products and services to effectively troubleshoot problems and provide accurate solutions to customers. + Document customer interactions, including issues reported and solutions provided, to maintain a comprehensive knowledge base and improve support processes. + Proactively identify opportunities to enhance the customer experience and drive customer satisfaction. + Completes portions of system setup and configuration. + Provides timely status updates to the project manager. + Stay current on industry trends and best practices to continuously improve knowledge and skills. Required Experience: QUALIFICATIONS AND KEY COMPETENCIES: + Two years’ experience providing end-user phone and web support for desktop and/or server applications, or equivalent experience installing, upgrading, troubleshooting and repairing personal computers, servers and related applications in a network environment. + Experience with Laserfiche a plus + Ability to prioritize activities to align with customer needs and company goals. + Ability to manage multiple tasks and/or projects simultaneously. + Time management skills with the ability to meet deadlines. + Ability to communicate effectively with users at all skill levels. + Excellent verbal and written communication skills. + Self-motivated and able to work independently with minimal supervision. + Personal values that match our corporate values. + Creative problem-solving skills, including the ability to understand the impact of technical changes and to articulate high-level technical solutions to address customer and business problems. + Demonstrated ability to work collaboratively in a team environment. + Understanding of basic Networking principles, including network troubleshooting for connectivity issues, wireless, DHCP, DNS, use of tools like PING, IPCONFIG, NSLOOKUP and TRACERT. + Experience in Microsoft SQL a plus. + Experience with local governments a plus. WORK ENVIRONMENT AND PHYSICAL DEMANDS: This is an office environment with a moderate noise level. While performing the duties of this job, the employee is regularly required to sit or stand while reading and typing on a computer. The employee may occasionally lift and/or move up to 30 lbs. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work environment and physical demands for remote work status may differ to on-site status. ***ICC Community Development Solutions is an Equal Opportunity Employer Keyword: Application Support Technician From: General Code Enterprises LLC