Application Support Analyst

The Customer Support team provides remote support to our customer base in their daily usage of the company suite of products. The Support Analyst will work within our Support function and provide second line and 3rd line support to our customers. Your team will handle escalated incidents from our customers, apply workarounds, fix incidents and document valuable information into the company knowledgebase.

You must be flexible towards working outside of normal office hours, at weekends and during public holidays on an on-call or full working capacity basis as this is likely to be required.

Job Descriptions

• Applying excellent telephone, interpersonal and communication skills as appropriate to discuss incidents and problems in both local and wider business context.
• Quickly and accurately logging all Customer queries and requests on our Incident Management system. This will include queries logged with us by telephone, email or online using our self-service system and carry out all relevant administration activities associated with the role.
• Applying a high level of Technical and Application knowledge to diagnose and resolve customer problems and escalated incidents.
• Regular analysis of ticket trends and deep diving where appropriate to identify customer defects and support costs.
• Monitoring and alerting is prioritized and deployed correctly. Resulting events are reviewed and analyzed for trends.
• Participate in Major Incidents and coordinate both technical leads and customer coms. Prepare incident reports both externally and internally.
• Maintenance of accurate and thorough incident-handling records for knowledge base purposes.
• Liaison and communication with other teams e.g. Sales, Development, Services etc. as appropriate in order to continuously improve our development and delivery products and processes.
• Completion of all relevant records and statistics required for customer reports and internal management reports.
• Provision of onsite assistance when deemed appropriate by Support Manager.
• Listen to Customers concerns and escalate where appropriate.
• Working effectively using own initiative and by drawing on the resources of the team to handle multiple, often conflicting, priorities to ensure that high levels of customer satisfaction are always delivered.
• Contribute to the support of an on-call Rota.

Qualifications

• Educated to A Level or equivalent
• Knowledge of Microsoft SQL Database query and management tools
• Previous experience of Customer Service / Application Support in an application support environment (Min 1 year)
• Excellent interpersonal and communication skills including ability to explain technical issues in layman’s terms. Includes both oral and written communication skills
• Professional telephone manner
• Ability to learn, understand and support new applications
• Ability to multi-task
• Self-motivated, results focused, able to work on own initiative and as part of a busy team
• Strong analytical & problem-solving skills
• Planning and organisational abilities
• Ability to work quickly and accurately
• Genuine interest in computer software applications
• Knowledge of mobile working technologies
• Knowledge of database management and structure
• Nice to have:
  • Knowledge of the field service industry in any of the key verticals (Housing, Health, Commercial)
  • Microsoft Qualifications (MTA/MCSA)
  • Previous experience working with Internet Information Services, ASP.NET, XML
  • Previous experience of extracting reports from a SQL database using tools like Crystal Reports or Microsoft Reporting Services
  • Ability to learn new technologies quickly
  • Previous leadership experience
  • Understanding of ITIL processes