Application Support Engineer

Application Support Engineer – Remote - Canada (East Coast)

Bluebird Auto Rental Systems is seeking an Application Support Agent to join our ever-growing team!

Here is a little window into our company: Bluebird Auto Rental Systems is looking for an upbeat, motivated individual to work as a member of our software support help desk team. You will be responsible for providing phone support to our customers and must therefore be able to speak in a professional and courteous manner. Support calls are tracked and updated by our support team in our online call ticketing system.

The ideal candidate lives on the East Coast and will work remotely from Canada. The support team covers Bluebird's normal business hours, which are Monday to Friday, 8:00 AM to 7:00 PM EST.

What your day will look like:

• Directly communicating with clients to resolve immediate software issues.
• Managing ticket workload across several customers, escalating issues where appropriate, and providing resolutions to issues.
• Liaising with internal Customer Success Managers, Product Owners, the Development Team, Project Management, and the Implementation Team, while being involved in the management of major incidents and performance reporting.
• Troubleshooting issues in the product (application and data), database server, web server, and networks to minimize the risk of disruptions.
• Communicating and escalating critical service failures through the Senior Management teams.
• Ensuring reviews are fully documented and actions are raised and fulfilled.
• Being involved in changes to the service operation tools, processes, and working practices.
• Assisting in defining and meeting SLAs and service-driven SLAs, as well as updating the service catalogue.
• Assisting in building up the Knowledgebase.
• Supporting updates to products and services in both staging and production (live) system environments, in compliance with defined procedures.

About You:

• Experience with Microsoft Windows OS.
• Intermediate to advanced knowledge of Microsoft Office products, including Excel, Access, and SharePoint.
• Experience reviewing and/or troubleshooting.
• Networking experience (TCP/IPv4, TCP/IPv6, Networking Protocols).
• Experience in the business of Car Rental Operations.
• Experience supporting a Point-of-Sale Software Application.
• Excellent communication skills, a can-do attitude, and attention to detail are required, as well as the ability to analyze a problem and quickly resolve it.
• Bilingual in English and Spanish.

For information about Bluebird Auto Rental Systems, please visit our website at https://www.barsnet.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.