EY Application Support Specialist (Alpharetta, GA and other US locations) in Alpharetta, Georgia
Application Support Specialist (Alpharetta, GA and other US locations)
Core Business Services
Requisition # UNI00CDO
Post Date Oct 05, 2018
Join our Core Business Services (CBS) team and you will help support the important business enablement functions that keep our organization running strong. As a CBS professional, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY’s growth and profitability. Major teams within CBS include Finance, Information Technology, Human Resources, Enterprise Support Services, Brand Marketing and Communications, Business Development, Knowledge and Risk Management.
With so many offerings, you have the opportunity to develop your career through a broad scope of engagements, mentoring and formal learning. That’s how we develop outstanding leaders who team to deliver on our promises to all of our stakeholders, and in so doing, play a critical role in building a better working world for our people, for our clients and for our communities. Sound interesting? Well this is just the beginning. Because whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.
To provide timely, effective application support to internal and external EY Catalyst customers. EY Catalyst’s products currently include the Catalyst Operational Excellence Platform and Smart Factory applications.
Essential Functions of the Job:
Resolve application issues and support requests that originate from internal and external EY Catalyst customers
Respond to issues through email, live chat, telephone and in-person
Act as single point of contact for customers from first contact through to resolution of their issue
Collaborate with customer support peers globally (i.e., helpdesk, infrastructure or development) to resolve problems in an efficient and timely manner and ensure consistent service
Conduct investigations/research, collect additional information and accurately document issues for seamless escalation within and between teams
Communicate trends to leadership, and suggest innovative solutions to improve customer experience
Analytical/Decision Making Responsibilities:
Technical troubleshooting of end user reported issues
Determining appropriate escalation paths
Evaluating alternative courses of action
Formulating appropriate responses
Knowledge and Skills Requirements:
Ability to troubleshoot software, hardware and network issues for corporate end-users on multiple platforms such as PC, Mac, PC Tablet, iOS, Android
Ability to explain diverse technical topics in easy-to-understand language without jargon
Excellent written and spoken English (additional local languages a plus)
Excellent interpersonal skills
Ability to remain calm and maintain a positive, can-do attitude even in stressful situations
Self-motivated, proactive, taking ownership of problems through to completion
Highly detail orientated
Good documentation skills
Excellent organizational and time management skills
Ability to speak publicly to provide training and presentations when required
Desired technical experience and qualifications:
- Minimum of 2 years in a technical/application support role
- The work is largely self-supervised. The individual will work independently and collaborate virtually with peers and others in the broader EY Catalyst technology team
- Overtime will be minimal but the individual will be required to be flexible in working hours, which are likely to fall outside of ‘normal’ hours. This is to ensure 24 hour coverage. Night shift work is not expected but weekend work will be required on a rotational basis.
- High school diploma plus 1-2 years of additional education or equivalent, relevant work experience
2 years working in a similar role
Experience with Zendesk a plus
Ernst & Young LLP, an equal employment opportunity employer (Females/Minorities/Protected Veterans/Disabled), values the diversity of our workforce and the knowledge of our people.