Application Support Specialist

This is a full-time remote role for a Tier 1 Application Support Specialist position. The application support Specialist is our first line of support for our clients. The Tier 1 Support Position will be responsible for daily support to RightRez clients and RightRez Customer Success Managers on RightRez software solutions, managing incident severity as well as internal system alerts.You will be joining a small company that creates and provides automated air travel booking and management technology to an array of leisure and commercial travel firms around the world. Current clients include EF Education, Grand Circle Travel, Gate 1, AAA, Carnival, and many more.Key ResponsibilitiesServe as the primary point of contact, crafting the first line of communication and providing excellent customer service, initial assessment, and technical support for RightRez Customer Success Managers and clients via email and internal ticketing systems.Manage and prioritize multiple support requests daily, ensuring timely communication and meeting service level deadlines.Efficiently diagnose, troubleshoot, and resolve common software issues based on established documentation and internal knowledge base.Accurately document, categorize, and escalate complex or unresolved issues to the Tier 2 Support team.Daily monitoring of clients’ RightRez software setupsInstallation of RightRez software including new client setup and general software releasesCommunicate directly with clients and internal stakeholders in a professional, clear, and empathetic manner.Participate in the nights and weekends on call rotation.Benefits You Will EnjoyComprehensive Benefits Package that will include Medical, Dental, and Life insurance plansRetirement Savings Plan with company matchPaid HolidaysPersonal Time OffFlexible work environmentRequirements: At least 1 year of professional experience in a customer service/technical support environment or an Associate’s or Bachelor’s degree in a related fieldStrong aptitude for learning new technologies and software functionality quickly.Excellent problem-solving and detail-oriented mindset.Positive attitude and team-oriented approach to customer satisfaction.Ability to work independently utilizing time management and organizational skills to manage multiple tasks and prioritize while consistently meeting deadlines.Familiarity with basic database concepts and ticketing systems.