Application Support Representative

Job Title: Application Support Representative

Monthly Pay: $4,696 - $6,000 USD per month

Summary:

Working in an IT help desk such as Service Now and a project management system such as Jira, the representative receives application questions and service requests, helping end users continue their work with clear updates and practical next steps. The role focuses on direct communication, careful issue review, and organized routing so reported application concerns reach the right resource. This position sits in technology support and works under a technical support team lead, partnering with end users, application specialists, and internal technology colleagues to clarify reported behavior and coordinate solutions.

It is fully remote and work from home in North Carolina, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. By keeping each interaction organized and understandable, the representative helps create a dependable experience for people using business applications.

• Receive application questions and service requests through the IT help desk such as Service Now, email messages, and scheduled phone contacts.
• Review each request for the application name, user details, reported behavior, urgency, and steps already attempted before beginning work.
• Communicate directly with end users to ask focused questions, confirm the effect of an issue, and explain available next steps in clear language.
• Guide users through established troubleshooting steps for common sign-in, navigation, display, and basic application-use concerns.
• Record request details, actions taken, user communications, and current status in the IT help desk such as Service Now.
• Use a project management system such as Jira to reference assigned technical work and share useful issue details with application specialists.
• Follow up with end users when more information, testing results, or confirmation is needed to move a request forward.
• Escalate unresolved application behavior to application specialists and route broader technology concerns to the appropriate internal technology colleague.
• Monitor assigned requests through completion, provide status updates, and confirm with end users when a solution or next action has been delivered.
• Meet quality expectations through accurate request review, timely turnaround, complete notes, clear follow-up, and appropriate escalation.

• High school diploma or equivalent.
• No experience required, related experience preferred.
• Interest in learning structured troubleshooting methods and explaining technical steps to end users with varying comfort levels.
• Ability to read issue descriptions carefully, ask relevant follow-up questions, and distinguish routine requests from concerns needing escalation.
• Clear verbal and written communication skills for providing understandable updates through messages and phone conversations.
• Ability to maintain organized request notes and follow established procedures while working independently from home.
• Reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from a home-based desk environment.
• Structured onboarding and training on the IT help desk such as Service Now and project management system such as Jira.
• Regular check-ins with the technical support team lead.
• Skill building in application navigation, user guidance, issue triage, request ownership, and escalation communication.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.