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Application Support Analyst

Job description

The primary goal of the Application Support Analyst is to offer the highest level of customer care services and support available to develop a high level of customer satisfaction. The Application Support Analyst must be able dig deep into complex issues and work quickly under pressure to produce correct actions. This resource gains first-hand experience in how customers utilize our products in live deployments, as well as unique insights into the customers’ overall billing operations.

Responsibilities

• Gain a comprehensive understanding of customer-deployed products, including their core operational functionality

• Handle customer escalations from customer support to investigate and troubleshoot challenging product issues such as product interoperability with the customer operations

• Communicate effectively with customer support to ensure that the proper analysis and investigation materials for the escalated issue are diligently compiled

• Isolate issues and work with product teams on root cause analysis and resolution

• Identify viable workarounds, if applicable, for high-priority issues affecting customer service

• Identify root causes and implement urgent fixes for field-impacting product issues

Requirements

Qualifications:

• 3+ years of experience in a similar role

• Solid SQL, shell scripting, and XML skills

• Solid business analysis, database, and OS skills with good documentation skills

• Ability to read, troubleshoot and debug code

• Demonstrable technical problem-solving and troubleshooting skills

• Windows technology skills helpful but not required

• BS or MS in Computer Science or equivalent work experience

Additional notes

• 5+ years of experience in a similar support role

• Demonstrable analytical and technical problem-solving and troubleshooting skills

• 2+ years of experience with SQL Server and Oracle within a Windows server environment on enterprise level applications

• Working knowledge of designing, writing, and debugging SQL statements a MUST

• Excellent understanding of database table structures

• Command of the English language – verbal and written communication

• Ability to prioritize and manage time efficiently

• Notice problems from a systemic perspective

• Recognizes when action needs to be taken and does so without direction knowledge of other billing platforms a plus

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