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.

Responsibilities

• Deliver proactive, empathetic, and professional customer service to internal and enterprise clients
• Communicate effectively (verbal/written) while maintaining discretion and driving high-quality issue resolution
• Independently manage client and assigned work, including advanced troubleshooting and escalations
• Contribute to knowledge management (KB creation, updates, reviews) and support continuous training/mentorship
• Collaborate cross-functionally to improve processes, support workflows, testing, and automation initiatives

Skills

• 2+ years in customer support (SaaS preferred) with success resolving complex technical issues
• Strong technical expertise in assigned products with advanced troubleshooting and diagnostic skills
• Excellent verbal/written communication, able to simplify technical concepts for enterprise customers
• Highly organized with strong time management and ability to prioritize multiple tasks independently
• Ownership mindset with proactive drive, adaptability to change, and minimal need for oversight
• Team-oriented with strong documentation accuracy and commitment to knowledge sharing
• Bilingual (French and English) candidates will be prioritized

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