What are the responsibilities and job description for the On-Site Support Specialist position at Jobs via Dice?
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Responsibilities:
Responsibilities:
- Act as the first point of contact for end-users experiencing application issues after self-help options are exhausted.
- Track, manage, and resolve user queries and system-related issues.
- Provide timely responses and communicate resolutions directly to users.
- Escalate complex issues to the appropriate support teams when required.
- Guide users on submitting support tickets via phone or ticketing systems (e.g., ServiceNow or similar tools).
- Assist with end-user training sessions and support training-related activities.
- Contribute to the development of training materials, user guides, and documentation.
- Provide additional support during downtime, including documentation and knowledge-sharing initiatives.
- Basic understanding or ability to quickly learn enterprise platforms (e.g., CRM systems like Salesforce).
- Strong troubleshooting and problem-solving skills.
- Excellent communication skills to interact with business users and technical teams.
- Experience in end-user support, training, and user assistance.
- Ability to handle user issues with patience and professionalism.
- Strong documentation skills for tracking issues and resolutions.
- Experience working in public sector, social services, or case management environments.
- Familiarity with workflow-driven or case management applications.
- Experience with ticketing tools such as ServiceNow or similar platforms.
- Prior experience in on-site or field support roles.