Job Description

Are you a team player with strong troubleshooting skills looking to contribute to a growing organization?

The Application Support Specialist is responsible for maintaining, troubleshooting, and supporting business applications to ensure optimal performance and user satisfaction. This role serves as a key liaison between our users, IT team, and software vendors to resolve technical issues and improve system functionality

About SARA Plus

SARA Plus is an order entry software designed to help dealers such as AT&T and Direct TV manage their business more effectively. It is used to track inventory, place orders and provide analytical data. It provides a single interface that is streamlined to manage all customer orders.

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners; through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, Loging & Institutions, Multi Dwelling Units, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

Requirements

• High school diploma or equivalent (associate or bachelor’s degree preferred)
• Strong verbal and written communication skills
• Basic technical aptitude and comfort working with software applications
• Ability to multitask while navigating multiple systems
• Reliable internet connection and quiet, dedicated home workspace
• Availability to work scheduled shifts, including evenings, weekends, or holidays if required
• Ability to have multiple chats going at one time

Key Responsibilities

• Provide first‑level technical support for software applications via phone, email, and chat
• Troubleshoot basic to intermediate software issues and guide users through resolutions
• Accurately document customer interactions, issues, and solutions in the ticketing system
• Escalate complex or unresolved issues to Tier 2/engineering teams following established procedures
• Follow troubleshooting scripts, knowledge base articles, and standard operating procedures
• Educate customers on product features, best practices, and self‑service resources
• Meet or exceed performance metrics such as quality, productivity, and customer satisfaction
• Maintain professionalism and empathy when handling challenging customer interactions
• Adhere to data security, privacy, and compliance standards in a remote environment

Experience

• Demonstrated success in building strong relationships with our providers
• Lead and develop information for weekly meetings to providers and department heads
• Having experience in Telecommunications would be great

Benefits

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training and career development opportunities
• Growth opportunities within a fast-growing company