Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Senior Application Support Analyst at Jesta I.S. resolving complex ERP support tickets and mentoring junior analysts in a hybrid work environment.
Responsibilities
- Resolve complex Level 2 support tickets including workflow errors, integration issues, and data discrepancies.
- Provide independent support across two or more ERP modules (e.g., Finance, Inventory).
- Maintain a list with at least 12 documented items and workarounds to expedite recurring issue resolution.
- Contribute extensively to the internal knowledge base (Confluence) and create clear documentation for recurring issues and fixes.
- Lead client meetings to review open issues, present status updates, and propose solutions.
- Escalate and coordinate with Development, Product, QA, and 3rd-tier teams when required; provide clear reproduction steps and impact details.
- Mentor Level I analysts—share knowledge, review escalations, and support skill development.
- Participate in testing and validation as required; support QA and product teams by logging recurring issues and contributing to improvements.
- Identify ticket trends and recommend operational improvements to reduce repeat incidents and improve SLAs.
- Keep accurate records of troubleshooting steps, resolutions, and customer communications in the ticketing system.
- Provide support within the team’s hours, and participate in after-hours coverage as needed.
Requirements
- College diploma or university degree in Information Systems, Business, Computer Science, or a related field.
- Prior experience in ERP application support is highly valued.
- Demonstrated experience investigating, analyzing, and documenting application issues.
- Comfortable working with medium-to-large scale retail/wholesale projects and client environments.
- Strong functional knowledge of ERP modules (Finance, Inventory, or similar).
- Familiarity with integrations, workflows, and data discrepancy troubleshooting.
- Tools & technologies you will use: Phone/VoIP: RingCentral, 8x8 Ticketing: Zendesk, Jira Service Management Knowledge base/wiki: Confluence Communication: Outlook, Microsoft Teams Internal ERP admin tools and SQL basics (advantageous)
Benefits
- Health coverage (medical, dental, disability, and life insurance)
- Wellness program (gym membership reimbursement)
- Professional growth (training platforms, career development fee subsidy, etc.)
- Company events
- Referral program
- Flexible schedule
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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