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Application Support Specialist

ALK Technologies, Inc.

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Remote, AL
LOCATION

Job Description

As posted by the hiring company

Job Overview:


Application Support Specialist

Summary
The Application Support Specialist serves as primary support liaison between the company and the customer and
is responsible for resolving complex customer-related software issues associated with the use of Viewpoint’s
construction accounting and project management software, as well as other point solutions.
Essential Duties & Responsibilities
1. Assists customers with use of Viewpoint software core product(s) and point-solutions: Vista,
Procontractor, and Spectrum.
2. Monitors, tracks, and documents customer support calls and related activities in CRM system.
3. Uses SQL Query, reporting tools, and spreadsheets to examine underlying data.
4. Assists other departments with application issues and development of the software.
5. Develops Knowledge Base articles to document troubleshooting steps and common solutions to frequent
calls for use by customers and peers.
6. Serves as an on-call resource for International calls as part of normal department rotation, as assigned.
Competencies
● Ability to quickly develop and maintain a high level of knowledge of (Viewpoint) software products and
remain expert on current product knowledge both from an internal and from a user perspective.
● Demonstrated ability to empathize with customers, actively listen; ability to always defuse situations rather
than intensify one.
● Excellent problem-solving skills, a strong customer-service orientation and commitment to insuring timely,
quality solutions to customer issues.
● Ability to understand technical concepts and communicate them clearly to individuals with varied
backgrounds and skill levels.
● Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical
data effectively, and is able to read and interpret written information.
● Well-organized, self-directed team player. Remains open to others’ ideas, and exhibits willingness to try
new things.
● Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information
accurately and understandably, and actively seeks feedback. Effectively presents and explains
information to various group sizes and levels of knowledge.
● Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
● Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, and
customers.
● Handles confidential and sensitive information and records with a high degree of discretion, diligence and
good judgment.
● Consistently at work and on time, follows instructions, responds to management direction and solicits
feedback to improve performance.
Qualifications

Required:
● Bachelor’s degree in business with an emphasis in business, accounting or other relevant discipline and a
minimum of two years’ experience in accounting or full-charge bookkeeping. An Associate’s degree with

Job Description
Application Support Specialist
two (2) or more years of relevant work experience, or five (5) years of relevant industry experience may
be substituted for a Bachelor’s degree.
● Strong understanding of general business and accounting principles and practices, particularly payroll
set-up and processing. Experience working all the way through the General Ledger is highly beneficial.
● Intermediate level of experience with core MS Office suite (Outlook, Word, Excel)
● Ability to work within the coverage requirements of the Customer Support department, including on-call
rotation.

Preferred:
● Construction industry experience, particularly in construction accounting and/or project management is
desirable but not required.
● Experience with complex computerized payroll systems is a plus.
● Experience in a customer service role.
● Type 40 WPM or better
● Knowledge of Microsoft Transact SQL
Working Conditions
Work takes place in an office setting. High stress levels may occur. This is a coverage position that requires the
ability to maintain a predictable and full-time work schedule. The ability to sit and work at a keyboard for extended
periods of time and communicate with team members by phone, computer, and video teleconferencing is
required.
Reports to: Manager or Supervisor, Application Support
Business Assignment: Viewpoint Construction Software
Direct Reports: None
Budget Accountability: None
FLSA Classification: Non-Exempt
Schedule: Full Time

Viewpoint is an Equal Opportunity Employer

Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D