Application Support Analyst
Application Support Analyst
Chesterfield + Home working (3 in, 2 at home)
Up to £35,000
Your new role
The Application Technical Support Analyst role involves hands on working in a customer support environment in providing a high level of support to my client's customers using their software. You will provide support via Zoho Desk and remote access with the occasional need for phone support. You will be able to resolve typical IT usage problems and online purchasing and payment problems.
You will work as part of a global team and have the first line responsibility for their EU customers. The other support team members are based in the US and Sydney, Australia.
The Application Technical Support Analyst is responsible for the reduction and clearance of tickets. This requires analysing, managing and resolve various defect, improvement and issue requests submitted from customers, and submit these to the software developers for inclusion in a future release of the software if unable to be resolved.
Responsibilities
Provides application support via Zoho Desk, remote access to customers, including the logging and follow-up of problems which are logged in a database.
Develop and manage the support help websites when required, through the development of more automated features and facilities (such as searchable database and customer forums).
Carrying out administration duties related to database of existing customer problems.
Ensuring that client systems are fully operational, and any loss of service is restored in a timely and efficient manner.
Providing a high level of service to our customers and adhering to our SLAs for response and restoration times
Provides problem determination, workaround resolution, root cause analysis, major incident management.
Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps and prepares for new version market releases.
Undertake remote control over customers' computers when necessary to resolve problems.
Improves client references by writing and maintaining documentation and FAQs.
Improves system/software performance by identifying problems and recommending changes.
Creating Technical documentation when required for inclusion in the technical support areas of the User Manual, as well as documentation for 1st Line Support staff around the world.
Ensure that solution and application support documentation is maintained to the highest quality and accuracy.
Maintains and updates job knowledge by participating in educational opportunities, maintaining personal networks.
Experience needed
Experience working on a Support Analyst / Help Desk and manging a ticketing system such as Zoho desk.
Experience of application support (supporting desktop software, web applications, ERP or CRM systems).
Installing software.
Strong experience in Microsoft Windows technologies.
1st / 2nd line support for software and hardware (laptops, printers, devices)
Ability to provide high level troubleshooting and support.
Driven with strong customer focus.
Great problem-solving skills and empathy for what the customer is really trying to say.
A willingness to learn and a positive work attitude.
Flexible, easy-going personality.
Excellent written and oral communication skills.
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