Virginia, US

Software Support Specialist II

Job Description

Fragomen is looking for a senior level Software Support Specialist to support a variety of enterprise and custom client applications in Salt Lake City.

Continuing to augment our client-facing technology offerings, our newly created subsidiary, Fragomen Technologies Inc., is focused on the nexus of law and technology. The recent acquisition of Simple Citizen will be the cornerstone of our Fragomen Technologies suite of offerings, which currently also includes Nomadic and our I9 Service Center and Fragomen Connect.

An ideal candidate will be capable of self-directed work with strong communication skills across a variety of team collaboration tools. Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff. You would be required to develop a strong knowledge of the Simple Citizen software in order to serve as a Subject Matter Expert (SME) to the Support teams.

Responsibilities for the senior-level Software Support Specialist include (but are not limited to):

  • Act as the primary technical contact between Application Support and Software Development
  • Receive training from Dev and Product teams and pass knowledge to team members and the Service Desk via Knowledgebase articles, training materials, and hosting training sessions
  • Queue monitoring to identify possible issue trends based on submitted tickets
  • Review, prioritize and escalate unresolved issues as necessary to ensure SLA requirements are met
  • Effectively diagnose and research escalated tickets to determine appropriate action
  • Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
  • Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services.
  • Contribute to the development of the organization's knowledge in the firm’s ticket system

The ideal candidate will have the following knowledge & experience:

  • Bachelor’s Degree or equivalent work experience
  • 3-5 years supporting enterprise custom software
  • Experience as second/third tier support
  • Familiarity with databases and SQL scripting a plus

About us:

Fragomen is the world’s leading single-focus provider of immigration guidance and support, backed by the best resources in the immigration services industry. The firm has more than 50 offices and over 4,000 employees located in key commercial centers throughout the Americas, EMEA and Asia Pacific. Fragomen offers immigration support in more than 170 countries.

The firm is structured to support all aspects of immigration, including strategic planning, compliance, government relations, reporting, and case management and processing. We represent a broad client base ranging from individuals and emerging businesses to many of the world’s leading multinational corporations.

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