[Remote] Sr. Customer Support Technician

Note: The job is a remote job and is open to candidates in USA. Applied Systems is seeking a Sr. Customer Support Technician to join their Customer Support team in a remote capacity. The role involves handling advanced technical issues, managing high priority support cases, and providing expert guidance to customers and colleagues while delivering top-tier customer service.ResponsibilitiesDeliver proactive, empathetic, and professional customer service to internal and enterprise clientsCommunicate effectively (verbal/written) while maintaining discretion and driving high-quality issue resolutionIndependently manage client and assigned work, including advanced troubleshooting and escalationsContribute to knowledge management (KB creation, updates, reviews) and support continuous training/mentorshipCollaborate cross-functionally to improve processes, support workflows, testing, and automation initiativesSkills2+ years in customer support (SaaS preferred) with success resolving complex technical issuesStrong technical expertise in assigned products with advanced troubleshooting and diagnostic skillsExcellent verbal/written communication, able to simplify technical concepts for enterprise customersHighly organized with strong time management and ability to prioritize multiple tasks independentlyOwnership mindset with proactive drive, adaptability to change, and minimal need for oversightTeam-oriented with strong documentation accuracy and commitment to knowledge sharingBilingual (French and English) candidates will be prioritizedCompany OverviewApplied Systems is a digital insurance agency that provides software for agency management systems. It was founded in 1980, and is headquartered in University Park, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://www1.appliedsystems.com.