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Application Support Specialist

| Chicago

Smart, passionate people come in different packages.

It’s why we believe in “Making It Like You Like It.” That doesn’t mean we’re structure free, but we don’t stifle great results with traditional ideas or processes when they don’t work. We provide the tools, support, and flexibility needed to produce successful careers, healthy team collaboration, and the eDiscovery market’s leading software and technologies.

We seek to add an Application Support Specialist to our team.

ABOUT THE JOB

This role focuses on providing assistance to customers that span a wide variety of topics including answering questions, providing product usage assistance, basic training topics, investigating customer technical issues, and assisting in applying solutions to technical problems.

Your Responsibilities​

  • Assess, manage, and respond to customer inquiries regarding product workflow, "How do I..." questions, product training, and usage across all product lines

  • Triage help desk tickets and perform software diagnostics via screen share

  • Reproduce customer issues locally

  • Answer incoming calls on the support line

  • Document ticket handling best practices, investigation procedures, and product delivery processes

  • Create KB articles to encourage higher department efficiency

  • Work with product development to understand product updates and how customers will interact with those updates

  • Assist in onboarding new and pilot customers

  • Deliver product updates to customers

  • Assist customers with installations and software spot checks

Please note that adjustments to responsibilities may occur during the finalization of any job offer and success criteria for the role will be set and monitored by the hiring manager.

Your Qualifications

  • Bachelor’s degree in a relevant technical field and/or 2-3 years in technical software support or a software application support role

  • Outstanding communication and presentation skills with an emphasis on being able to remain helpful and positive during stressful or technically complex situations

  • Demonstrated problem-solving skills

  • Experience diagnosing and investigating technical issues

  • A passion for software, software development, solving technical problems, and providing a great customer experience


Things to Remember

  • This is a full-time position.

  • You must be able to legally work in the U.S.

  • While we consider candidates from around the world, we cannot provide relocation assistance.

BENEFITS

  • Medical, dental, and vision coverage​ 

  • Employer-paid supplemental life insurance

  • 401Kplan

  • Transit benefits deducted from paychecks, pre-tax

  • Ability to earn additional PTO based on years of service

  • Competitive salaries with merit-based raises​

  • Short- and long-term disability​

  • Referral bonuses for great hire recommendations

  • 15 paid days off and 10+ paid holidays

  • Unlimited sick time as needed

     

    PERKS

    • Casual work environment

    • Powerful workstations

    • Free coffee, beverages, breakfast foods, and snacks

    • Sponsored activities /clubs and discounted gym membership

    • Quarterly events and outings

    • Flexible work schedules

    • Free lunch prepared daily by an on site chef

    • Sponsored classes and certifications

    • Weekly in-house happy hours (with rotating drafts)

    • Easy access to multiple means of public transportation 

    Read Full Job Description

    Technology we use

    • Engineering
    • Product
    • Sales & Marketing
      • .NETLanguages
      • C#Languages
      • JavascriptLanguages
      • jQueryLanguages
      • jQueryLibraries
      • ASP.NETFrameworks
      • Vue.jsFrameworks
      • Knockout.jsFrameworks
      • BootstrapFrameworks
      • Microsoft SQL ServerDatabases
      • Google AnalyticsAnalytics
      • YoastAnalytics
      • BalsamiqDesign
      • IllustratorDesign
      • PhotoshopDesign
      • SketchDesign
      • InDesignDesign
      • PremierDesign
      • ConfluenceManagement
      • TFSManagement
      • WordpressCMS
      • Microsoft DynamicsCRM
      • ZendeskCRM
      • HighriseCRM
      • SendGridEmail

    Location

    Milyli is located in Chicago's Fulton Market Innovation District. We're easily accessible from the CTA and Metra with on-site parking available.

    An Insider's view of Milyli

    What are some social events your company does?

    Our operations team does a great job planning our events. Since I joined the team last year, we've gone to events at the Lincoln Park Zoo, the Shedd, and several breweries. We've done whirlyball, game nights, trivia nights, Bingo... They offer a lot of variety and ask us for ideas in order to ensure everyone is engaged and having fun.

    Barrett Newell

    Senior Marketing Manager

    How do you collaborate with other teams in the company?

    We collaborate a lot at Milyli because everyone has a stake in ‘Making It Like You Like It.’ In my role, I like to get ideas and input from all levels and departments – whether it's our review process or rewards program. We all want people to feel invested and bought-in on our projects, so collaboration is critical.

    Kristy Sullivan

    Human Resources Manager

    What makes someone successful on your team?

    Communication is the key to success on the Milyli product team. Providing an environment where we can freely share our ideas, ask one another for guidance and communicate our challenges, helps keep our team focused and moving forward. Success is being able to reflect and ultimately learn from our previous experiences.

    Andrew Boudreau

    Software Architect

    What unique initiatives do you have that encourage innovation?

    Our products are closely tied to the evolving and expanding legal industry. As a result, changes in global laws and regulations demand new solutions, innovative approaches, and new ways of looking at industry problems. By bringing interesting and unique challenges to the team, they are empowered to design creative approaches.

    Tim Randall

    Director of Product Development

    How does the company support your career growth?

    Though I started in an Operations role here, after I completed my Masters in Computer Science, Milyli helped facilitate my career path into test automation. Our managers nurture each team member's potential, provide support and encouragement to help us succeed, and look for ways to challenge us so that we may grow professionally.

    Lissa Errea

    Test Automation Engineer

    What are Milyli Perks + Benefits

    Milyli Benefits Overview

    Milyli knows the importance of investing in our employees. This means providing benefits and perks that encourages all team members to do their best work. From an in-house cook making daily lunches to a robust healthcare plan, Milyli is progressive in taking care of all employees!

    Culture
    Volunteer in local community
    Eat lunch together
    Intracompany committees
    Daily stand up
    Open door policy
    Team owned deliverables
    Team based strategic planning
    Group brainstorming sessions
    Open office floor plan
    Health Insurance & Wellness Benefits
    Disability Insurance
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Life Insurance
    Retirement & Stock Options Benefits
    401(K)
    401(K) Matching
    Performance Bonus
    Child Care & Parental Leave Benefits
    Flexible Work Schedule
    Family Medical Leave
    Vacation & Time Off Benefits
    Generous PTO
    Paid Volunteer Time
    Paid Holidays
    Paid Sick Days
    Perks & Discounts
    Beer on Tap
    Casual Dress
    Commuter Benefits
    Company Outings
    Free Daily Meals
    Game Room
    Stocked Kitchen
    Happy Hours
    Parking
    Professional Development Benefits
    Job Training & Conferences
    Promote from within
    Paid industry certifications

    Additional Perks + Benefits

    Free lunch (made fresh by our cook) and snacks every day • Flexible work schedules • Competitive salary • 15 paid days off (and 10+ paid holidays) • Referral bonuses

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