Application Support Specialist – EMEA

Outforce

Application Support Specialist providing day-to-day support for WCM and HHQ products. Ensuring high-quality customer experience and effective troubleshooting for product issues across multiple workflows.

Posted 5/25/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide day-to-day support for customers using WCM and HHQ products
Deliver a high-quality customer experience through professional and responsive communication with quick resolution
Troubleshoot product issues across multiple workflows and product lines
Respond to customer inquiries clearly, professionally, and empathetically in written English
Investigate, reproduce, and document software bugs
Submit detailed bug tickets and product enhancement requests to internal teams
Identify when issues require escalation to onshore support, product, or engineering teams
Maintain accurate records of customer interactions and issue resolution
Collaborate with cross-functional teams to ensure timely customer outcomes

Requirements

What you’ll need

Strong written English communication skills
Excellent customer-facing and customer service skills
Ability to communicate professionally, empathetically, and confidently with customers
Moderate Excel skills, including:
o Filtering and sorting data
o Basic formulas
o Working with spreadsheets and reports
Ability to learn and support multiple software products simultaneously
Strong troubleshooting and problem-solving abilities
Excellent attention to detail and organizational skills
Ability to follow escalation processes and work independently
Experience working in a customer support or technical support environment
Nice to Have: Experience using Salesforce
Nice to Have: Experience using Intercom
Nice to Have: Familiarity with SaaS products or software support environments
Nice to Have: Experience creating bug reports or product enhancement tickets

Benefits

Comp & perks

Support operational reporting and data tasks using Excel
Contribute to knowledge base documentation and process improvement initiatives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Excelbug reportingsoftware troubleshootingdata filteringdata sortingbasic formulasspreadsheetsproduct enhancement requestscustomer supporttechnical support

Soft Skills

written communicationcustomer serviceempathyproblem-solvingattention to detailorganizational skillsindependenceprofessional communicationcollaborationescalation processes