• Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers. • Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues. • Provide exceptional customer service, ensuring clients feel supported and valued. • Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products. • Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base. • Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements. • Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.

Job Description Amazing Career Moments Happen Here  Transforming the insurance industry is ambitious, we know. That’s why at Applied, we’re building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers – all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the Insurtech game, we’re not just redefining what’s achievable, we’re creating a place where amazing career moments are made possible.    Position Overview  We’re searching for an Associate Customer Support Technician to join our outstanding Support team in this remote work opportunity based in the United States. In this position, you will assist our customers with any questions or problems they may have regarding software, hardware, or any other products purchased from our company. You will provide friendly, informed, and efficient customer service via telephone, Internet chat, and email. To keep us headed in the right direction, we’re looking for people who understand winning is a team sport, who value and seek to learn from our team’s diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.   What You’ll Do - Answer real-time customer phone, email or chat inquiries related to questions or problems customers are encountering with our software applications - Triage and troubleshoot problems with customers to understand and document the nature of such problems - Focus on problem resolution while providing effective, proficient customer service in a professional and courteous manner - Communicate and escalate issues you are unable to resolve to the proper level/area of customer support when necessary   We’re Excited to Learn More About You Your experience may include: - 1+ years of customer service experience - Strong written and verbal communication skills; strong telephone skills - Experience working with technology and Microsoft applications You may have other skills or credentials, including: - Experience in a real-time, customer support center; preferably supporting business-to-business services or technology of some kind - A passion for problem-solving and providing a high level of customer care - Confidence in interacting and learning about various technology applications, software, network infrastructure - Experience with case management systems such as Salesforce, Freshdesk, Talkdesk, Jira etc. Location - Candidate will need to reside in the United States, working arrangement will be remote We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses, as well as candidates without a degree or a background in tech to apply!   When You Join Team Applied, You Can Expect:  A culture that values who you are and recognizes that you aren’t just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.  We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them.  A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day:  - Medical, Dental, and Vision Coverage  - Holiday and Vacation Time  - Health & Wellness Days  - A Bonus Day for Your Birthday  Our targeted starting base salary in the United States for this position ranges from $42,000 - $52,000 USD. To determine a new team member’s starting pay, we consider a variety of factors, including someone’s depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission. Learn more about the people behind our products at https://www1.appliedsystems.com/en-us/about-us/jobs/   Your Security Matters:   Our candidates’ personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.   EEO Statement    Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.     #LI-Remote #LI-US

• Act as the primary point of contact for incoming store tickets and phone calls • performing initial troubleshooting to either resolve the issue or escalate as appropriate • Prioritize and take ownership of high-impact, time-sensitive issues to stabilize operations • Maintain clear, accurate, and timely documentation on all assigned tickets • Actively monitor support channels to stay informed of outages • Identify issue patterns and escalate trends to appropriate teams • Contribute insights to the team’s knowledge base • Maintain professional communication with store teams.

• Provide exceptional remote-based support for mission-critical SAP applications • Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology • Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience • Provide remote-based functional support & training for multiple SAP FI/CO modules • Support client customizations, sharing implementation and best practices advice • Develop application break fixes for critical product defects • Create scripts to identify, analyze and correct data issues • Manage one or more key assigned accounts as a technical/functional advisor • Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity • Be a pro-active contributor to a support organization which is running 24x7x365 • Collaborate with team members in a virtual team environment