[Hiring] Application Support Analyst @Teamified

Role Description

Working on more than one project at a time, and often at varying phases of support. This means you prioritize support rather than the sequential arrival of cases. Understanding priorities, bug severity, and client sensitivity is essential.

The main function of the role is to support our client’s customers, investigating reported issues, providing training and implementing software corrections, and managing client requests. You will be required to:

• Evaluate support priority and act on it.
• Communicate or work with the customer to identify the issue.
• If required, provide documented UATs to the developers.
• Identify suitable workarounds and follow up with resolved software through to implementation and training if required.
• Work alongside developers to ensure solutions are problem-free before being released to clients.

You will need a solid understanding of the different client business types, the client's solution functionality, and awareness of related applications available to clients. Understanding the structure of the software will allow you to analyze it more thoroughly and make recommendations for changes. You will need to communicate clearly with clients, programmers, and non-technical staff about what is required.

Qualifications

• High attention to detail, capable of extracting key information from customers regarding their reported issues.
• Strong and effective interpersonal communication skills, both verbal and written.
• Ability to interact professionally with a diverse group of clients and staff.
• Detailed understanding of the client's solution, code structure, operations, and settings.
• Ability to multi-task and stay organized in a dynamic work environment.
• Encourage a positive “Can Do” attitude.
• Ability to "think outside the box".
• Capable of taking ownership of tasks and delivering solutions without management.
• Skilled knowledge of computer languages, data structures, logic, and flow-charting.
• Database design and coding.
• Ability to learn new programming languages.
• Good customer communication with a friendly attitude.
• Proficient with SQL server, Windows OS, and MS Office.

Requirements

• Install or upgrade systems or fixes as required.
• Assist with version release testing and documentation.
• Create video help documentation on all new features with each version release.
• Report on weekly support statistics and trends.
• Maintain your skill level by studying current development tools and programming techniques.
• Protect company operations by keeping information confidential.
• Perform any other related duties incidental to the work described herein in support of the company.
• Purposes, implements, and supports new technology solutions that improve business operations.

Benefits

• Access to online learning platforms and a budget for professional development.
• A collaborative, no-silos environment, encouraging learning and growth across teams.
• A dynamic social culture with team lunches, social events, and opportunities for creative input.
• Health insurance.
• Leave benefits.
• Provident fund.
• Gratuity.