Application Support Specialist at First Advantage

Position OverviewAt First Advantage, our Global Application Support (GAPS) team consists of passionate technical experts dedicated to one goal: empowering customers to get the absolute most value from their First Advantage environment while delivering an outstanding experience every step of the way.We're looking for an experienced Application Support Specialist who thrives on solving real-world customer challenges - from straightforward questions to complex, multi-system issues. In this role, you'll take full ownership of incoming issues, dive deep using your technical expertise, and partner closely with Product Engineering teams when needed to drive swift, effective resolutions that get customers back up and running fast.Key ResponsibilitiesServe as the trusted point of contact for customers facing blockers in their FA ecosystemTroubleshoot and resolve a wide range of service requests with speed and accuracyCollaborate with product teams to escalate, reproduce, and ultimately eliminate root causesTurn complex problems into clear solutions, improving both customer satisfaction and our platform's reliabilityContinuously develop and maintain a knowledge base to enhance incident resolution rates for FA products and servicesMaintain effective communication and collaboration with business teams to ensure timely updates are sharedKeep your technical and application skills up to date through training and literature, sharing knowledge with others as neededRequired Skills & QualificationsExperience in a 2nd line Technical Operations or Application Support roleFamiliarity with support processesProven track record of delivering exceptional customer service to end users, with a focus on meaningful communicationAbility to troubleshoot basic to advanced computer operations and software issuesStrong knowledge of SQL and scripting languagesFamiliarity with technical and business environments and processesInsight into the functional aspects and technical behaviour of operating systems, development environments, and deployment practicesGood verbal and written English communication skillsSelf-motivated with a strong initiativeExceptional problem-solving and analytical abilitiesStrong organizational skills to manage own backlogKeen attention to detailPreferred QualificationsFamiliarity with Incident, Problem, Request, Escalation, and Change ManagementProficient in database configuration changes (SQL, MongoDB, RDS)Understanding of software development practices, concepts, and technologiesExperience in Jira Service Management and Azure DevOps environmentsExperience in working directly with engineering teams on addressing found bugsUnderstanding the importance of thorough and secure screenings where people, processes, and technology intersectWhat We OfferAbility to work alongside experts who are excited to provide support to advanced technologies and provide best-in-class user experiencesSupport our Product Teams in driving the development and deployment of scalable First Advantage solutionsTraining not only of new functionality in the latest software releases, but also in advanced Cloud and DB environmentsAbility to thrive in collaborative environments, effectively working with cross-functional teams to resolve complex issuesUnited States Equal Opportunity Employment:First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

Application Support Specialist

Emma

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About First Advantage:

www.fadv.com/

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