DSI

Application Support Specialist

DSI

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Provide first‑level technical support for software applications via phone, email, and chat
  • Troubleshoot basic to intermediate software issues and guide users through resolutions
  • Accurately document customer interactions, issues, and solutions in the ticketing system
  • Escalate complex or unresolved issues to Tier 2/engineering teams following established procedures
  • Follow troubleshooting scripts, knowledge base articles, and standard operating procedures
  • Educate customers on product features, best practices, and self‑service resources
  • Meet or exceed performance metrics such as quality, productivity, and customer satisfaction
  • Maintain professionalism and empathy when handling challenging customer interactions
  • Adhere to data security, privacy, and compliance standards in a remote environment

Requirements

  • High school diploma or equivalent (associate or bachelor’s degree preferred)
  • Strong verbal and written communication skills
  • Basic technical aptitude and comfort working with software applications
  • Ability to multitask while navigating multiple systems
  • Reliable internet connection and quiet, dedicated home workspace
  • Availability to work scheduled shifts, including evenings, weekends, or holidays if required
  • Ability to have multiple chats going at one time
  • Demonstrated success in building strong relationships with our providers
  • Lead and develop information for weekly meetings to providers and department heads
  • Having experience in Telecommunications would be great
Benefits
  • Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
  • 401k Plan with employer matching
  • Paid vacation, personal/sick days, and bereavement time
  • Employee Profit Sharing Program
  • 50% AT&T wireless discount
  • Paid training and career development opportunities
  • Growth opportunities within a fast-growing company
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingticketing systemdata securitycompliance standardssoftware applicationsmultitaskingdocumentation
Soft Skills
communication skillsempathyprofessionalismrelationship buildingcustomer satisfactionperformance metrics
Certifications
high school diplomaassociate degreebachelor's degree