Framebridge, Application Support Analyst (Hybrid)

Job Title 

Job Description

About Framebridge:
At Framebridge, we are disrupting the custom framing market by replacing a cumbersome
experience with a delightful one. We are taking the market and expanding the market for custom
framing, all while building a beloved brand associated with celebrating the best moments in life.
In order to fulfill our mission, we have to build a great team across a number of disciplines –
ecommerce, retail, design, and manufacturing.

We are a consumer business operating online and in our 22 retail stores (DC, NYC, Boston,
Atlanta, Philadelphia, Chicago) – and growing. We operate two manufacturing facilities in
Richmond, KY and Winchester, VA that allow us to deliver a high-quality custom product at an
affordable price with a quick turnaround. We exist, grow, and ultimately own the market by
delighting customers who trust and value us.

Your Mission:
You will serve as the bridge between our internal customer-facing stakeholders and our
technical team. Specifically, you will work with Retail associates as they place and process
orders, tracking and resolving issues as they occur. Issues come in both through tickets and
through slack, and you will respond quickly and keep everyone informed on progress and status,
which is vital to maintaining a superior customer experience. Because of your central position,
you will also help define the communication standards and identify process improvements.

Location/Schedule:Bangalore, India.
Shift timings:8:30 PM IST - 5:00 AM IST
Days- Friday to Tuesday. Weekly off on Wednesday and Thursday

What you'll be responsible for:

• Support and maintain internal applications by becoming technically familiar with those being utilized.
• Assist in testing new software releases or updates.
• Answers, documents, and routes incoming support calls/requests.
• Escalate and act as a liaison for issues sent to various support teams.
• Perform troubleshooting and support of application issues.
• Gathers and/or validates details of issues from users
• Perform ongoing application monitoring and analysis, striving for continual system performance improvement.
• Work with key stakeholders to resolve application issues.
• Identifies problem trends and provides information that can be used to eliminate recurring problems
• Help test and validate application updates and defects.
• Help maintain data integrity in systems by running queries and analyzing data.
• Proactively suggest ways of improving system stability, availability, performance, and reliability.
• On-call support is available during off hours, holidays, and weekends.

Who you are:

• Experience in support communication roles
• Ability to navigate eCommerce order fulfillment web applications
• Skills and experience in diagnosing process and technical issues submitted by internal users
• Proven ability to track and communicate on issues through their lifecycle – from submission to closure
• Interest in learning technical details of Framebridge internal systems to better diagnose issues

Skills:

• Cross-system manual testing organization and execution
• Knowledge of basic technical web debugging techniques, such as reading web console errors and performance dashboards
• Exposure to Shopify or similar eCommerce and Fulfillment web applications
• Knowledge of JavaScript and Ruby is a bonus
• Experience and Qualifications:
• 3+ years of relevant experience in Application Support
• Experience managing ticket-centric communication through their lifecycle
• Experience with Slack communication, including thread discussions and emoji-based status tracking
• Bachelors in any subject

Location

Additional Locations 

Employee Type

Job Functional Area 

Business Unit

At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards.  All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible.   And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement:

Kaplan is an Equal Opportunity Employer.   Our employees’ diverse range of perspectives, ideas, and backgrounds give Kaplan a competitive edge in anticipating and surpassing the needs of our students in today's global marketplace. We are dedicated to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We strongly believe that diversity strengthens our organization, fuels innovation, and improves our capacity to effectively serve our customers and communities.  Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws.