Junior Application Support Analyst

4 weeks ago

Worcester, United States Patterned Learning AI Full time
Job Description
Junior Application Support Analyst - onsite Job, 1+ Year Experience

Annual Income: $65K - $77K

A valid work permit is necessary in the US

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.

Are you passionate about exceptional customer service and have a knack for solving problems? Do you possess strong analytical skills and a desire to work with cutting-edge technologies? If so, this Application Support Analyst (SQL) role at [Your Company] is the perfect opportunity for you

In this critical role, you'll be the first line of defense for our valued customers, providing exceptional support and troubleshooting their application issues.

Here's what you'll do:

  • Customer Champion: Deliver exceptional customer service, ensuring their satisfaction and driving high renewal rates.
  • Quality Assurance Pro: Perform thorough QA checks on all support call resolutions, maintaining the highest quality standards.
  • Data Storytelling with SQL: Develop insightful reports using SQL Server Reporting Services (SSRS) to analyze trends and identify areas for improvement.
  • Data Detective: Create datasets to analyze and replicate customer issues, pinpointing the root cause.
  • Database Sleuth: Leverage your expertise to troubleshoot software issues by analyzing database log files.
  • Ticketing & Documentation Master: Track and meticulously document all customer issues within our ticketing system, ensuring clear communication and resolution history.
  • Problem-Solving Partner: Diagnose reported issues, differentiating between changes and bugs. Communicate findings effectively to analysts, developers, and sales consultants.
  • SDLC Savvy: Possess a solid understanding of the Software Development Lifecycle (SDLC) to foster smooth collaboration with internal teams.
  • Building Relationships: Develop and maintain positive working relationships with customers and internal resources, fostering a collaborative environment.
  • Proactive Problem Prevention: Conduct on-site visits to perform preventative maintenance on customer systems, optimizing stability and control (Exact a software).
  • Remote Monitoring Guru: Implement and improve remote monitoring tools to identify proactively and address potential issues within customer systems.
  • Knowledge Base & Ticketing System Expert: Utilize our knowledge base and ticketing system effectively to troubleshoot issues and document solutions.
  • Data-Driven Decisions: Routinely access customer databases for in-depth analysis and troubleshooting.
  • Minimizing Escalations: Resolve application issues efficiently, minimizing the need for escalation to higher support tiers.
  • Communication Hub: Manage conference calls with key stakeholders, ensuring clear and concise communication.
  • Coding Connoisseur (Bonus): Your ability to diagnose and troubleshoot C# code, and dissect stored procedures will be an asset.
To be successful, you'll need:
  • A strong commitment to providing exceptional customer service.
  • Excellent analytical and problem-solving skills.
  • Proficiency in SQL Server Reporting Services (SSRS).
  • Experience working with database log files.
  • The ability to document solutions clearly and concisely.
  • A solid understanding of the Software Development Lifecycle (SDLC).
  • Excellent communication and interpersonal skills.
  • Proficiency in a ticketing system and knowledge base management.
  • (Bonus) Experience with C# coding and stored procedures.
We offer:
  • The opportunity to make a real impact on our customers' success.
  • A dynamic and collaborative work environment where you can learn and grow.
  • The chance to work with cutting-edge technologies.


Ready to become a customer hero and build a rewarding career in technical support? Apply today

Why Patterned Learning LLC?

Patterned Learning can provide intelligent suggestions, automate repetitive tasks, and assist developers in writing code more effectively. This can help reduce coding errors, improve productivity, and accelerate the development process.

Pattern recognition is particularly relevant in the context of coding. Neural networks, especially deep learning models, are commonly employed for pattern detection and classification tasks. These models simulate human decision-making and can identify patterns in data, making them well-suited for tasks like code analysis and generation.

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