IT Application Specialist

Job Description

As an Application Specialist within the IT organization, we are looking for a motivated, self-driven team player who will be responsible for supporting our business software products. This role involves working closely with our end-users through various channels (email, help desk, Q&A/Training sessions, etc.) to capture and document user feedback, and troubleshoot user issues leveraging your product knowledge and clear/pleasant communication skills.

You will also partner with the Product team to help prioritize requirements by sharing user insights, and articulate user problems to inform the product roadmap. You must love interacting with people, and exhibit an empathetic, patient, and inquisitive attitude.

Key Responsibilities include:

Technical Support and Troubleshooting:
Provide technical support for one or many software products, ensuring customer inquiries and issues are resolved promptly and effectively.
Diagnose and escalate technical issues appropriately, handling low-level technical problems independently.
Customer Interaction and Communication:

Communicate technical knowledge to customers with enthusiasm, adapting messaging to suit various situations.
Handle difficult cases and frustrated customers with professionalism and empathy.
Work independently on emails and calls ensuring a high level of customer satisfaction.
User Training, Documentation, Metrics Reporting:

Develop and maintain release notes, user guides, and any other training materials needed to enhance our end-user's understanding and effective use of applications.
Facilitate training sessions and onboarding of new hires as needed
Report on key metrics on an ongoing basis (e.g. tickets raised/resolved, issue correlation, trends, etc.)
Qualifications:

Education and Experience:

Bachelor's degree in Computer Science, Information Technology, or a related field.
3+ years of experience in application support, software development, or a related role.
Advanced Excel Macros and Word (VBA) knowledge
Knowledge of agile methodologies
Working knowledge of Narrative1 or similar product
Soft Skills:

Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Detail-oriented with strong organizational skills.

Salary: $80,000 - $120,000 annually

The expected base salary for this position ranges from $80,000 to $120,000 annually. The actual base salary will be determined on an individualized basis taking into account a wide range of factors including, but not limited to, relevant skills, experience, education, and, where applicable, licenses or certifications held. In addition to base salary and a competitive benefits package, this position may be eligible for additional types of compensation including discretionary bonuses and other short- and long-term incentives (e.g., deferred cash, equity, etc.).

Note:

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.

Newmark is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.