Application Support Analyst I
9 hours ago
Responsibilities
- Provide exceptional application and technical support to our customers via phone, chat, support portal using remote assistance tools.
- Recommend software application functionality and suggest improvements based on incident trends and customer feedback.
- Establish root cause analysis of incidents.
- Work well with cross-functional teams to resolve issues.
- Take full ownership of support incidents to ensure SLA's are met or exceeded.
- Create and update knowledgebase articles and FAQ's.
- Carefully document all activities in a professional manner within the support incident tracking system.
- Strong desire to learn new skills/techniques/processes.
- Participate in after-hours on-call rotations.
Qualifications
Bachelor's degree
- 1-3 years of previous experience with customer support and/or software implementation activities
- Strong problem-solving skills
- Strong ability to multitask in a fast-paced environment
- Excellent communication skills to provide clear and empathetic customer support
- Organized with strong attention to detail
- Ability to adapt to continuously changing demands/priorities
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