Application Support Specialist

Job Description

Application Support Specialist I

Sheffield (on-site)

About us:
Fragomen is the world’s leading exclusive provider of immigration services. With more than 50 offices worldwide, we provide immigration services in more than 170 countries. For over 60 years, we have provided strategic immigration advice to a diverse range of clients from individuals to the world’s leading multinational corporations. With over 4,500 employees in more than 50 offices, you will be joining a truly global firm where providing exceptional client service is at the core of what we do.

Fragomen’s professionals are respected thought leaders in the immigration field providing expertise to governments across the world including the US Congress, the UK Parliament, the European Union and the United Nations.

A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same. You will face interesting challenges and you will work with dedicated, friendly and ambitious people. We are extremely proud of our diverse workforce at Fragomen and we are fully committed to providing equal opportunities. We believe that our differences make us stronger.

About the role:
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 SimpleCitizen will be the cornerstone of our Fragomen Technologies suite of offerings, which currently also includes Nomadic and our I9 Service Center and Fragomen Connect.

Responsibilities for the Application Support Specialist I role include (but are not limited to):

- Work on Connect and Simple Citizen tasks and incidents escalated from the Service Desk
- Queue monitoring to identify possible issue trends based on submitted tickets
- 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
- 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
- Bachelor’s Degree or equivalent work experience
- 1-3 years supporting enterprise custom software
- Experience as second/third tier support
- Familiarity with databases and SQL scripting a plus

Fragomen in Sheffield:
Our Sheffield office is based in the city centre with the added bonus of free on-site parking, as well as several public transport links close by. The office has approximately 350 people working collaboratively and creating a dynamic, positive environment with over 20 different languages being spoken.

The Firm has recently transitioned to a hybrid working model, which incorporates a blend of in-person attendance as well as working from home - our aim being to fully leverage our remote working technology and provide a balance for our people in the way that they work.

Whether in the office or working remotely, we are proud of our team spirit and we like to reflect this in the way that we work and everything we do. Our Responsible Business Strategy (RBS) prioritises Fragomen’s social responsibility through one cross-cutting theme and five focus areas. These focus areas include: Wellbeing, Diversity and Inclusion, Charity & Pro bono work, Social and Environmental & Sustainability. The RBS initiative offers great opportunities for everyone at Fragomen to get involved and help steer a variety of initiatives and activities at the Firm. These range from social events and activities, to regular wellbeing newsletters and diversity discussions.
- Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status._