Web Applications Support Specialist - Remote, OR, United States

Company Description

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

Job Description

Position Summary

The primary duties of the Web Application Support Specialist North America is to be a point of escalation for all off shore projects related cases and a point of contact for client inquiries, requests and issues raised via telephone, email, and web. The Application Specialist - Web will diagnose and troubleshoot software and data related issues. The Application Specialist - Web will raise customer inquiries, priorities, document, analyze, troubleshoot, and resolve client issues within the established incident management process and scope, escalating the call to the appropriate support group when required.

Responsibilities

• Under minimal supervision, respond to and research and resolve moderately complex issues with internal applications/systems and/or databases.
• Serve as the first point of contact via phone, email, and chat for the customer regarding software/product questions and issues.
• Incident Ticket Analysis, troubleshooting and Resolution and audit functions task execution 
• Identify the RC, Document the RCA, and submit for review (Team Lead) and approval (Manager)
• Automation to simplify the steps involved in the Preventive maintenance of the systems.
• Centralized Script development for automated Scheduled maintenance to ensure the right version of software/patches applied across all the systems.
• Technical solution mapping for issues identified while working on any …