Application Support Analyst
2 weeks ago
Application Support Analyst (SQL) - hybrid Job, 1+ Year Experience
Annual Income: $56K - $66K
A valid work permit is necessary in the US/Canada
About us: Patterned Learning is a platform that aims to help developers code faster and more efficiently. It offers features such as collaborative coding, real-time multiplayer editing, and the ability to build, test, and deploy directly from the browser. The platform also provides tightly integrated code generation, editing, and output capabilities.
Task Functions
- Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
- Perform QA functions for any issue resolution from support calls.
- Develop Reports using SQL Server Reporting Services (SSRS).
- Create datasets to analyze and recreate issues reported by customers.
- Ability to look through database log files to troubleshoot software issues.
- Track and thoroughly document all customer issues in our ticketing system.
- As issues are reported from customers diagnose if the issue is a change or a bug then communicate issues to the analyst, development staff, or sales consultant appropriately.
- Understanding of the software development lifecycle (SDLC) as you will be interacting with various developers, analysts, and project managers.
- Facilitate positive proactive working relationships with customers and internal resources.
- Performs visits to customer sites to perform any preventative maintenance that can increase the stability and control of the Exacta software (Proprietary Software).
- Implement and improve remote monitoring tools for our customer's systems.
- Utilization of the Support Knowledgebase and Ticketing System to troubleshoot issues.
- Routinely log into client databases for data analysis and troubleshooting.
- Resolve application issues with minimal escalations to higher tiers.
- Manage conference calls with key stakeholders.
- Ability to diagnose and troubleshoot C# code.
- Ability to dissect stored procedures.
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