Location: Philadelphia, PA
Application Support Specialist
At Power, our technology team builds a custom suite of products that run our entire business. We create and deploy complete solutions for marketing, sales, operations, finance, and more. We even have a custom communications platform that connects everyone in the company. We use cutting edge technologies like augmented reality, computer vision, artificial intelligence, speech recognition and processing, geospatial data, and a variety of mobile platforms.
At Power we enjoy all the benefits of a startup to move fast, ship rapidly and iterate quickly, but within an established organization that is well funded and profitable. We get to dip our toes in many different fascinating areas and solve unique challenging problems that could on their own be standalone apps or companies. We’re a tech powerhouse hidden inside a remodeling company. We value diversity of all types at Power and our team is made up of a kind, thoughtful group of people with a wide range of backgrounds. We actively try to find people with different perspectives and experiences to the ones we already have.
Power has been awarded Computerworld’s Best Places to Work in IT, Fortune Magazine’s #1 Workplace for Millennials, one of Glassdoor’s Best Places to Work, one of Inc. 5000’s Fastest Growing Private Companies, and Philadelphia Magazine Coolest Companies.
Job Responsibilities
The size and scope of our business and technology has grown and evolved exponentially over the past five years and with that, our end users have as well. This position is a result of many ongoing and upcoming technological initiatives being rolled out to the entire organization.
Please make sure you can work the schedule as required by the position before applying.
General Responsibilities
- Support of our internally developed Ruby on Rails enterprise application
- Responds to telephone calls, email and personnel requests for technical support
- Monitors ticket queue for high priority tickets
- Documents, tracks and monitors the problem to ensure a timely resolution
- Works with end users to identify issues and document potential resolution
- Identifies, researches, and resolves technical problems
- Ability to learn new processes and procedures
- Coordinate with the development team for testing and deployment of new features
- Knowledge of commonly-used tech support concepts, practices, and procedures
- Ability to use problem management databases and help desk systems
Hours
- Monday - Friday: 11 am - 9 pm
- Saturday & Sunday on a rotating basis (7:30 am - 2:00 pm; on-call until end of business day)
Required Education and Experience
- A working knowledge of business process and work flow a plus
- Knowledge of commonly-used tech support concepts, practices, and procedures
- Ability to use problem management databases and help desk systems
- Must have excellent communication skills and ability to multitask
- An Associate's degree in Computer Science or related discipline, Bachelor's degree preferred
- At least one, but typically three years of experience in an IT role or an equivalent combination of education and work experience
- Position requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently
- Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs
- An Articulate and Professional Demeanor
- Self motivation and discipline
- Excellent organizational and interpersonal skills
- Resourceful problem solving abilities
- Highly evolved customer service skills
Salary and Benefits
- Competitive Salary
- Full medical, dental, life and disability insurance plans that can be tailored to your specific needs and the needs of your family
- Ample paid vacation and holidays
- A competitive 401(k) retirement savings program, matched by Power
- Access to Fitness Center
- A dynamic social program filled with can’t miss events, parties, and activities, including an annual bonus in the form of a company trip to a tropical destination for you and a significant other