Job Summary
Reporting to the Global Service Delivery Manager, the Application Support Analyst provides first- and second-line support to customers, ensuring fast and concise responses to calls logged within our Alemba Service Manager Support system. An excellent communicator with written and spoken language at the forefront of your skills, you should be able to diligently work to exceed customer expectations and expand your knowledge of the product you support.
Job Description
Duties & Responsibilities:
- Receive customer support calls and accurately log and profile them
- Providing functional and technical support to end users, working with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible
- Research issues and interrogate support materials and Alemba’s knowledge bank to source solutions
- Escalate tickets internally to Service Delivery management, product or development teams as necessary
- Perform customer call backs and monitor calls through to resolution
- Actively manage customer satisfaction and provide timely and meaningful updates on call progress
- Provide advice and guidance on how best to configure systems to meet and exceed customer requirements
- Pursue system traces or queries across the Alemba technology stack, in order to gather enough information to be able to triage calls and assess the need for workarounds or application fixes
- Liaise with Cloud Services department to restore service for cloud customers
- Engage in small managed development projects such as system connectors and screen designs
- Occasionally work outside normal business hours to maintain 24/7 support to our global customer base (mostly handing over to Alemba teams in other time zones).
- Weekend on-call cover
Qualifications/Experience:
- Excellent verbal and written communication skills
- High level of customer service skills
- Proven technical application support experience
- Previous experience of using enterprise ITSM software
- Working knowledge of web protocols and infrastructure required
- SQL Query experience required at a minimum, previous knowledge of database management techniques advantageous
- Experience with AI models beneficial
- Knowledge of ITIL framework
- Knowledge of Microsoft Azure
Personal & Professional Qualities:
- High energy team player who is able to self-manage from home office
- Strong technical skills in PowerShell, HTML & SQL would be advantageous
- Good attention to detail and accuracy
- Excellent communication skills
- Communicates well with both internal and external customers
- Willingness to work within a 24/7 support team
Worker Type
Regular
Number of Openings Available
1