Application Support Analyst
2 months ago
Responsibilities:
• Provide support to customers via various channels including phone, email, and ticketing systems.
• Troubleshoot complex customer software issues, using out-of-the-box thinking to find effective solutions.
• Work closely with engineering, sales, and network services teams to drive prompt resolution of issues.
• Advocate for our customers and represent their voice to internal stakeholders.
• Document all customer interactions in applicable systems according to current policies.
• Respond to customers’ inquiries by gathering information and providing the best solution or appropriate next steps.
• Educate customers on best practices to maximize the value from software features or additional services.
• Follow up with customers, users, developers, and other departments to ensure logged problems are being resolved.
• Use help desk ticketing software, preferably Salesforce Service Cloud, and querying tools such as SQL Server Management Studio.
• Utilize strong oral and written communication skills to explain technical concepts to a non-technical audience.• Proficiency in Android Development is necessary for this role
• Experience with Cisco Technologies is expected
• Familiarity with Citrix Technologies is required
• Ability to work with Mac Computers is expected
• Proficiency in Microsoft software and tools is necessary
• Experience with Active Directory is desirable
• Familiarity with Apple Devices is required
• Proficiency in Computer Hardware is necessary for this role
• Experience in Configuration Management is expected
• Ability to manage Deployments is required for this position
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