IT Application Customer Support Specialist

IT Application Customer Support Specialist

Company:

Tapestry - KTN

Job ID:

00000425915

Date Posted:

2024-07-09

Location:

USA - San Diego, CA

Job Description Qualifications:

IT Application Customer Support Specialist (Hybrid)

Tapestry Solutions, A Boeing Company, comes with over 30 years of industry experience designing, implementing, training, and supporting logistics information systems. A career with the Tapestry Solutions team brings the best of both worlds:  access to the incredible depth of resources and opportunities of Boeing while working in a company having a small business, family-oriented culture.

We have over 500 employees worldwide supporting our customers with high-quality, innovative, and cost-effective information technology and business intelligence solutions. Tapestry Solutions supports 85 defense, commercial and government customers from over 50 US locations and nine countries.

Tapestry Solutions, a part of Boeing Global Services BGS, is seeking a IT Application Customer Support Specialist in San Diego, CA.  Troubleshoots moderately complex delivery systems or network issues. Works with customers on escalated issues and works to bring those issues to a successful resolution. Analyzes information to evaluate reported discrepancies. Verifies all incidents are recorded into a call tracking system, ensuring accountability and ownership of reported issues until resolved. Escalates problems as appropriate to the Information Technology and /or the Development teams. Assists with basic computing delivery systems configuration management. Performs basic end-user training. Works under minimal direction.  Periodic on-call 24-hour rotation duty is required.

Position Responsibilities:

• Position is capable of learning the GOLDesp application and developing specific expertise in several functional areas.
• Acts as a Level 1 help desk and responds to and evaluates customer inquiries that are received via email, phone call, or via our own Customer Support web portal. 
• Provides functional and technical support with the product.
• Utilizes Salesforce to manage and document customer support cases.
• Researches and develops detailed test cases for use in determining if the customer issues are internal software problems. 
• Conducts customer training and instruction, on business and functional processes related to the software.
• May instruct others on the business processes of the client and describe how those processes affect the software.
• Liaisons with other personnel in the organization to determine the proper solution. When problems within the systems are found, will escalate the issue to the appropriate team. 
• Performs other duties as assigned.

This position is hybrid. This means that the selected candidate will be required to perform some work onsite at one of the listed location options.  This is at the hiring team’s discretion and could potentially change in the future.

We will not sponsor applicants for employment visa status.

Basic Qualifications (Required Skills/Experience):

• Good team player with the ability to work on a collaborative environment
• Excellent analytical, communication and problem solving skills
• Quick thinker, ability to work fast and things through to completion
• The ability to complete tasks accurately and in an organized manner

Preferred Qualifications (Desired Skills/Experience):

• Previous experience in using the GOLDesp application.
• Experience in aviation Supply and MILS methodology.
• Experience in aviation maintenance.

Typical Education & Experience:

Education/experience typically acquired through advanced education (e.g. Bachelor) and typically 3 or more years' related work experience or an equivalent combination of education and experience (e.g. Master+1 years' related work experience, 7 years' related work experience, etc.).

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Drug Free Workplace:

We are a Drug Free Workplace where post offer applicants and employees are subjec