Application Support Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Offer user and implementation assistance to customers, partners, or team members to enhance the operation of the client's products.

• Ensure that customer support processes are efficient and that the response time for each issue is minimized.

• Recognize urgent and priority support requests, escalating them as necessary.

• Deliver timely and professional responses to user bugs or support inquiries.

• Foster and maintain effective communication with clients to assess reported issues or provide training sessions.

• Create and document user training videos.

• Conduct group or individual training sessions at a high professional standard.

• Document user guides, knowledge bases, and help resources.

• Keep a detailed log of all work and time spent.

• Record and manage incoming support requests efficiently.

• Investigate and identify issues reported by customers, offering training when necessary.

• Communicate clearly and effectively with developers to understand the solutions applicable to support requests that require development.

• Install or upgrade systems or fixes as needed.

• Assist in testing and documenting version releases.

• Create video help documentation for all new features of NG with each version release.

• Provide weekly reports on support statistics and trends.

⛳️ Requirements

• Exceptional attention to detail, with the ability to extract key information from customers regarding their reported issues.

• Strong interpersonal communication skills, both verbal and written, and the ability to engage professionally with a diverse range of clients and staff.

• Proficient in system analysis.

• Experience in user training and the development of user documentation.

• Comprehensive understanding of the client's solutions, code structure, operations, and settings.

• Capability to handle multiple tasks and remain organized in a fast-paced work environment.

• Promote a positive “Can Do” attitude.

• Ability to think creatively and innovatively.

• Responsible for taking ownership of assigned tasks and delivering solutions independently.

• Knowledgeable in computer languages, data structures, logic and flow-charting, computer program design methods and techniques, databases, and writing program documentation.

• Experience in database design and coding.

• Willingness to learn new programming languages.

• Excellent customer communication skills with a friendly demeanor.

• Proficient in SQL Server, Windows OS, and Microsoft Office applications.

🏝️ Benefits

• Flexibility in work hours and location, emphasizing energy management over time management.

• Access to online learning platforms along with a budget for professional development.

• A collaborative environment with no silos, fostering learning and growth across teams.

• A vibrant social culture featuring team lunches, social events, and opportunities for creative contributions.

• Health insurance coverage.

• Leave benefits.

• Provident Fund.

• Gratuity.