OMG Technologies

Compensation

Full Description

Application Support Specialist (L1, L2) - Remote We are looking to hire a candidate with the skills sets mentioned and experience for one of our clients within the pharmaceutical Industry. This is a Remote Role. Overview: The CGPTE Application Support Specialist provides front-line technical support for ChatGPT Enterprise users, delivering timely triage, resolution, and escalation of user issues. This role is critical to ensuring successful user adoption and satisfaction during the enterprise rollout. Responsibilities: • User Support & Issue Resolution • Provide comprehensive ChatGPT Enterprise application support for end-user issues via ServiceNow ticketing system. • Perform initial triage and troubleshooting for user-reported issues including login problems, feature questions, and performance concerns. • Resolve common issues using established procedures and knowledge base articles. • Document all user interactions and resolution steps thoroughly in ServiceNow. • Escalation & Communication • Escalate complex or unresolved cases to Tier 2 support teams with clear, detailed documentation. • Ensure proper categorization and prioritization of incidents according to established criteria. • Maintain regular communication with users regarding ticket status and expected resolution timelines. • Follow up on escalated issues to ensure resolution and user satisfaction. • Knowledge Management • Contribute to knowledge base development by documenting new solutions and workarounds. • Provide feedback to operations and platform teams regarding recurring issues and knowledge gaps. • Participate in knowledge sharing sessions and team training initiatives. • Stay current on ChatGPT Enterprise features, updates, and best practices. • Process Adherence • Follow established support procedures and SLA requirements consistently. • Maintain accurate ticket metrics and ensure timely responses to user inquiries. • Participate in team meetings and process improvement initiatives. • Adhere to security protocols and data privacy requirements. • First-call resolution rate. • Average response and resolution times. • User satisfaction scores. • Ticket quality and documentation completeness. • Knowledge base contribution frequency. Required Skills/Qualifications/Education: • 1-3 years of experience in technical support, help desk, or customer service roles. • Experience with ServiceNow ticketing system preferred. • Experience supporting enterprise software applications. • Familiarity with AI tools or chatbot technologies preferred. • Strong troubleshooting and analytical problem-solving skills. • Proficiency with ServiceNow ticketing system and workflow processes. • Understanding of enterprise authentication systems (SSO, SAML, etc.). • Basic knowledge of web technologies and browser-based applications. • Familiarity with Microsoft Office 365 and enterprise productivity tools. • Excellent written and verbal communication skills. • Strong customer service orientation with empathy for user frustrations. • Ability to explain technical concepts to non-technical users clearly. • Detail-oriented with strong documentation skills. • Ability to handle multiple priorities in a fast-paced environment. • Associate's degree in Information Technology, Computer Science, or related field preferred. • Relevant certifications in customer service or technical support preferred. • ITIL Foundation certification preferred but not required. Other Job Details: • Location: Remote. • Duration: 6+ months with high possibility of extension. • Pay Rate: Open to market rates based on experience. • Docs required: ID proof will be required.