Application Support Analyst

About the Role: The main function of the role is to support our client's customers by investigating reported issues, providing training, implementing software corrections, and managing client requests. You will evaluate support priority, act on it, and communicate with the customer to identify the issue. If required, you will provide documented UATs to developers, identify suitable workarounds, and follow up with resolved software through to implementation and training. You will work alongside developers with the goal of making the solution problem-free before releasing it to clients.

What You'll Do

• Provide user and implementation support to customers, partners, or staff to facilitate better operation of the products.
• Identify urgent and priority support, and escalate appropriately as required.
• Provide prompt and professional responses to user bug or support requests.
• Establish and maintain good communication with clients to evaluate reported issues or provide training sessions.
• Create and record user training videos, and document user help and knowledge bases.
• Run group or individual training sessions to a high professional level.
• Research and identify issues reported by customers, communicating effectively with developers for solutions.
• Install or upgrade systems or fixes as required and assist with version release testing and documentation.
• Report on weekly support statistics and trends.

What You Bring

• High attention to detail, capable of extracting key information from customers regarding reported issues.
• Strong and effective inter-personal communication skills, both verbal and written.
• Skills in system analysis, user training, and documentation development.
• Detailed understanding of code structure, operations, and settings.
• Ability to multi-task and stay organized in a dynamic work environment with a "Can Do" attitude.
• Skilled knowledge of computer languages, data structures, logic, and flow-charting.
• Database design, coding knowledge, and ability to learn new programming languages.
• Proficiency with SQL Server, Windows OS, and MS Office.

Benefits

• Flexibility in work hours and location, focusing on managing energy rather than time.
• Access to online learning platforms and a budget for professional development.
• A collaborative, no-silos environment encouraging learning and growth.
• A dynamic social culture with team lunches and social events.
• Health insurance, Leave Benefits, Provident Fund, and Gratuity.