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Applications Support Specialist

Reporting directly to the Corporate Technology Licensing Manager, the Software Support Specialist works in conjunction with the Software Licensing Team to provide assistance, advice, and solutions for computer software problems (e.g., operating systems, application malfunctions), investigate problems, identify their root causes, and suggest solutions and/or pathways to the end user.

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Responsibilities:

• Handle software-related problems and requests for assistance
• Create and terminate software licensing accounts for end users
• Troubleshoot software and identify root causes of software problems
• Analyze software related issues and propose solutions
• Fix software problems and test (verify) solutions prior to implementation
• Obtain and log customer feedback for the purpose of process improvements
• Document, monitor, and track support requests to provide prompt, accurate solutions to all user requests and inquiries
• Review work log and customer feedback periodically with the licensing team, to identify and act on opportunities for improvement

Core Traits:

• 2 or more years of experience in software administration, testing, and/or troubleshooting.
• Capacity for handling numerous priorities and maintaining knowledge of multiple products and their features.
• Must work well both independently and as part of a team.
• Excellent communication and active listening skills at all levels of an organization are essential.
• Strong analytical and problem-solving skills are a must.

Bonus Traits:

• Certification in software quality analytics, certified software testing, or similar
• Degree in computer science or similar field of study
• Familiarity with existing systems: Atlassian, Office 365, Autodesk, Adobe
• Must be able to make decisions quickly, sometimes with limited information

Physical Demands:

Ability to communicate orally with end users, vendors, management, and coworkers is crucial. Regular use of phone, video chat and email for communication is essential. Hearing and vision correctable to within normal ranges is essential for normal conversations, receiving ordinary information, and preparing or inspecting documents.

The ability to remain in a stationary position roughly 50% of the time, as well as the ability to move about the office occasionally (accessing files/storage, office equipment, computers and other office productivity devices, attending meetings, etc.), is required.

Using a computer while sitting for extended periods is common. Must also be able to position self to maintain equipment, including under tables and desks.

No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and carrying binders, laptops) may be required. Good manual dexterity is required to use common office equipment (e.g., computers, mobile devices, calculators, copiers, scanners).

Work Environment:

The job is performed indoors in a traditional office setting. Extended periods of sitting while using a computer or other devices are common.

Diversity Statement

CIG is a global company, staunchly committed to cultivating a culture and workplace that celebrates all backgrounds, lifestyles, and perspectives. Together, we are creating a space where authentic recognition, appreciation, and understanding of the importance of diversity is fostered by everyone. As an Equal Opportunity Employer, we strive to build a team that represents all walks of life, and we want every employee to bring all the things that make them unique to the work environment. The universe is as vast and varied as the people in it, and it’s our differences that make it special.

Fraud Statement

We are aware of people receiving job offers that fraudulently allege to be from CIG. These types of fraud can be carried out through false websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal info like bank account numbers, identification numbers, etc through social media or chat-based apps, nor do we request or send money for the purchase of business equipment.

If you suspect fraud, please report it to your local authorities, as well as reaching out to us at info @ cloudimperiumgames.com with any information you may have.