Software Support and Training Lead

OneAPPS (www.oneapps.com) is a Technology consulting firm based out of New York and offices across US. We are working on various projects involving diverse, multicultural teams with clients across the US. We are an invaluable partner and our teams have collaborated to support the growth of our clients. With more than 7 locations worldwide we help our clients to deliver their projects smoothly. We look forward to getting to know you and working with you.

• Supporting the coordination of publication for training materials so that users can self-support and self-train
• Supporting the training of new users on the product
• Supporting the training of existing users on new product features

• Supporting team members and serving as the lead in:
• Responding to help desk queries from users of the platform
• Providing first line support to users of the platform
• Helping users troubleshoot software issues
• Flagging critical software errors to the vendor hosting the platform
• Identifying next steps to solve errors while being available and communicative with users throughout the process
• Documenting and tracking issues

• Supporting team members and serving as the lead in user management (eg., adding new users to the platform, removing users, password resets)
• Working with the product team to improve the platform by analyzing patterns across helpdesk tickets
• Establishing a sustainable and effective strategy for the future of support as the platform grows in size and user base

• Two years of lead/supervisory experience
• Five years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the work assigned to the position.
• One year experience in establishing and setting up a help desk environment
• One year experience in establishing help desk processes