{"schemaVersion":"jobsearcher.job.v1","id":"519416413cb8fd2d439d76ca","url":"https://jobsearcher.com/jobs/519416413cb8fd2d439d76ca","canonicalUrl":"https://jobsearcher.com/jobs/519416413cb8fd2d439d76ca","title":"Software Applications Support Associate","description":"Job Description\nPosition Title:\nSoftware Applications Support Associate\nPosition Type:\nFull-time\nDepartment:\nITPS\nReports to:\nDirector, Customer Support\nSalary Range:\nBased on Experience\nJob Location:\n2803 Lakeview Ct., Fremont, CA\nPosition Summary\nYou love to work with customers…you know what it takes to create an incredible customer experience and satisfaction…you excel at effectively setting and managing customer expectations… you have a passion to help them and solve their problems. You are incredible and create the feeling that you are the person to go to…you multitask across customers and analyze and resolve their technical issues by working closely with Customer Experience and Success (CES), Engineering and Quality Assurance organizations to facilitate understanding, isolate, and resolve problems.\nMajor Responsibilities:\nProvide application support for clients via telephone, email, and web conferencing. Follow established processes, procedures, and escalation mechanisms in resolving customer issues in a timely manner with a minimal number of interactions while exceeding customer expectations.\nRetain ownership of open cases. Follow up with customers frequently with status updates until a resolution is reached.\nDevelop strong working relationships and coordinate with cross-functional partners. Establish and maintain strong and cordial customer relationship and cooperation to work through the customer technical issues.\nMaintain strong customer rapport and excellent, timely communication.\nAssist with software installation, configuration, and customization.\nDevelop training materials and train customers.\nDocument Customer Support calls and interactions and generate reports and metrics for management along with recommendations for continuous improvement.\nFollow through on commitments; make recommendations for corrective and preventive actions to improve customer satisfaction and customer experience with our products.\nProactively stay up to date with the latest trends concerning the company’s products and the underlying technologies.\nRecommend new features and functionalities based on customer interactions.\nAssist Quality Assurance with testing program changes, new releases, or user documentation.\nWork across multiple time zones with remote team members.\nQualifications\nBachelor’s degree or equivalent preferred\nA passion to take care of customers and providing excellent customer support\nStrong communication skills (verbal and written); telephone skills are essential\nThrive in a fast paced environment\nAbility to work independently and with minimum supervision\nAbility to understand and articulate technical concepts and drive solutions.\nAbility to work with remote team members.\nMust have the ability to work a flexible schedule and is required to participate in on-call rotation, which includes nights, weekends and holiday\nDesired\nMinimum of 3 years of customer and technical support with demonstrated problem resolution skills.\nExperience providing structured training (internal and external)\nDomain knowledge related to clinical research and research compliance in academic, pharmaceutical, and hospital environments is a plus.\nExperience with software products is a plus\nA good sense of humor\nEEO Employer/Vet/Disabled\nKey Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with a disability.","company":"Key Solutions","rawCompany":"key solutions","city":"Fremont","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-08-06T12:58:31.304Z","occupations":[{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Software Applications Support Associate","description":"Job Description\nPosition Title:\nSoftware Applications Support Associate\nPosition Type:\nFull-time\nDepartment:\nITPS\nReports to:\nDirector, Customer Support\nSalary Range:\nBased on Experience\nJob Location:\n2803 Lakeview Ct., Fremont, CA\nPosition Summary\nYou love to work with customers…you know what it takes to create an incredible customer experience and satisfaction…you excel at effectively setting and managing customer expectations… you have a passion to help them and solve their problems. You are incredible and create the feeling that you are the person to go to…you multitask across customers and analyze and resolve their technical issues by working closely with Customer Experience and Success (CES), Engineering and Quality Assurance organizations to facilitate understanding, isolate, and resolve problems.\nMajor Responsibilities:\nProvide application support for clients via telephone, email, and web conferencing. Follow established processes, procedures, and escalation mechanisms in resolving customer issues in a timely manner with a minimal number of interactions while exceeding customer expectations.\nRetain ownership of open cases. Follow up with customers frequently with status updates until a resolution is reached.\nDevelop strong working relationships and coordinate with cross-functional partners. Establish and maintain strong and cordial customer relationship and cooperation to work through the customer technical issues.\nMaintain strong customer rapport and excellent, timely communication.\nAssist with software installation, configuration, and customization.\nDevelop training materials and train customers.\nDocument Customer Support calls and interactions and generate reports and metrics for management along with recommendations for continuous improvement.\nFollow through on commitments; make recommendations for corrective and preventive actions to improve customer satisfaction and customer experience with our products.\nProactively stay up to date with the latest trends concerning the company’s products and the underlying technologies.\nRecommend new features and functionalities based on customer interactions.\nAssist Quality Assurance with testing program changes, new releases, or user documentation.\nWork across multiple time zones with remote team members.\nQualifications\nBachelor’s degree or equivalent preferred\nA passion to take care of customers and providing excellent customer support\nStrong communication skills (verbal and written); telephone skills are essential\nThrive in a fast paced environment\nAbility to work independently and with minimum supervision\nAbility to understand and articulate technical concepts and drive solutions.\nAbility to work with remote team members.\nMust have the ability to work a flexible schedule and is required to participate in on-call rotation, which includes nights, weekends and holiday\nDesired\nMinimum of 3 years of customer and technical support with demonstrated problem resolution skills.\nExperience providing structured training (internal and external)\nDomain knowledge related to clinical research and research compliance in academic, pharmaceutical, and hospital environments is a plus.\nExperience with software products is a plus\nA good sense of humor\nEEO Employer/Vet/Disabled\nKey Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with a disability.","datePosted":"2026-08-06T12:58:31.304Z","dateModified":"2026-08-06T12:58:31.304Z","hiringOrganization":{"@type":"Organization","name":"Key Solutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Fremont","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"519416413cb8fd2d439d76ca"},"url":"https://jobsearcher.com/jobs/519416413cb8fd2d439d76ca"}}