The Application Support Agent will provide technical support and assistance to users of software applications. They will work closely with users to diagnose and resolve software issues, troubleshoot technical problems, and ensure that applications are running efficiently. The Application Support Agent will also be responsible for identifying trends in customer issues and providing resolution.   KEY RESPONSIBILITIES: Have technical systems support experience. Respond to users’ inquiries and provide technical support for software applications. Diagnose and troubleshoot software issues to determine the root cause of problems. Deployments and releases experience. Identify trends in users’ issues. Provide regular updates to users on the status of their requests. Escalate complex issues to senior support personnel as needed. Document and track users’ issues and resolutions in a ticketing system (knowledgebase). Work closely with users and development team.   PREFERRED EXPERIENCE/QUALIFICATIONS: 3-5 Years Application Support experience (Microsoft IIS). Certification in software applications or related field. Experience with cloud-based applications and systems. Experience with database management and SQL. Understanding of network infrastructure and protocols. Familiarity with Agile and DevOps methodologies.   SOFTWARE APPLICATIONS INCLUDE: GRMS Client Portal MSA/MSSI Future Wealth Future State AIMS K2 Claims Management Fresh works -CRM and Desk FSP Application Scanning Commissions   WORKING CONDITIONS: The Application Support Agent work remotely. They may be required to work flexible hours, including evenings and weekends. The Application Support Agent may need to travel occasionally to the client Office when needed. Working Hours: Monday to Friday 8:00 to 17:00