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Latitude, Inc. Application Support Analyst in Washington D.C., District Of Columbia

Growing Government Contractor looking to hire a Application Support Analyst. There is three positions open with 3 different shifts. Ready to hire immediately.


? Provide all 1st level contact for incoming client calls or requests via self-service web tickets

? Create ticket with details of issues and categorize the ticket

? Respond to customer queries in a timely and accurate way, via phone, webinar, email, or chat

? Work with cross functional teams to resolve customer issues and escalate complex problems to appropriate team members

? Follow up with technical team and customers to ensure technical issues are resolved

? Communicate clearly the progress of daily/weekly/monthly/quarterly initiatives with clients and internal teams

? Manage tickets via online tools Footprints.

? Update our internal system Uservoice with information about technical issues and useful discussions with customers

? Create and maintain ticket metrics and provide weekly KPI


Experience providing support on web-based or enterprise software is required

Experience in providing support for Drupal content management system is preferred.

1-2 years of experience in a client-facing role (account manager, call center, help desk, software support, application support, production support)

Excellent customer service and people skills

Strong troubleshooting, problem-solving, strategic thinking, organizational, and teamwork skills

Excellent written, verbal, and presentation skills

Highly self-motivated with the ability to manage time

Experience Preferred:

Software Development Lifecycle exposure

Ticketing software like Footprints, JIRA, Confluence, Service Bench, etc.

Webinar tools such as Skype for Business, Microsoft Teams, and Zoom

Excellent customer service and people skills Expected time / work hours