This is an Application/Production Support position where the selected candidate will support the NC FAST application by assisting outside customers/agents who are accessing the system. This role requires someone who has a high level of customer experience and who is bilingual, English and Spanish. This is software based help desk role.

Responsibilities include:
-Monitoring incoming issues that are resolved by the front line Help Desk staff
-Diagnosing the root cause and resolving isolated issues
-Escalating customer issues to development staff
-Recommending product and process improvement strategies based on perceived trends or patterns in field issues
-Working with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches. May assist with the setup of staging or test environments.