Overview:
While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
Lakeview is seeking a highly motivated and tech-savvy Application Support Specialist to join our IT team. The ideal candidate will have a strong understanding of application support processes and a solid foundation in industry-standard applications. This role will involve providing technical support, troubleshooting issues, and ensuring the smooth operation of our key applications, including Encompass, QRM, TIDAL, and FileNet. This role is an hourly pay position between $28.85hr to $40.87/hr, with an annual bonus. Role can be 100% remote.
Responsibilities:
- Provide day-to-day support for various business applications, addressing incidents and service requests in a timely manner.
- Provide first and/or second-level support for the loan origination platform, covering core operational tasks and administrative support functions.
- Diagnose, troubleshoot, and resolve application issues, collaborating with users and technical teams to identify and implement solutions.
- Act as the primary point of contact for escalated application-related issues.
- Coordinate with software vendors for troubleshooting and resolving third-party application issues.
- Create and maintain detailed documentation of issues, resolutions, configurations, and processes.
- Work with cross-functional teams to ensure successful implementation of software updates and enhancements.
- Providing technical guidance to end-users to maximize the effectiveness of applications.
- Develop and maintain application support knowledge base and technical documentation.
- Identify areas for continuous improvement and propose solutions to enhance system performance and user experience.
- Provide technical support for Encompass, QRM, FileNet, and other relevant applications used within the Lakeview organization.
- Diagnose and resolve complex technical issues related to application functionality, data integrity, and system performance.
- Identify and resolve issues related to application errors, data discrepancies, and system failures.
- Provide assistance to end-users with technical questions and problems.
- Participate in application testing and quality assurance activities.
- Other duties as assigned by leadership.
- 4+ years of experience in application support or related technical support roles.
- Ability to prioritize tasks and manage time efficiently in a fast-paced environment.
- Proficient in Encompass SmartClient.
- Strong understanding of application support processes and methodologies.
- Strong communication and interpersonal skills, able to work with both technical teams and non-technical end-users.
- Experience with troubleshooting application issues, including performance problems, errors, and integration failures.
- Ability to work with ticketing systems and manage support queues.
- Strong analytical and problem-solving skills with attention to detail.
- Strong problem-solving and troubleshooting skills.
Certifications, Licenses, and/or Registration
N/A
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
EEOC
Lakeview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.
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