Technical Support Application Analyst

Role Overview

The Application Analyst provides technical support aligned with a specific product vertical to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. The role requires frequent phone and email interaction with customers and the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills.

What You Will Do

Create, resolve, and maintain tickets, while working within their product vertical to resolve issues and escalate tickets to other teams and verticals. Inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service.

Why It Might Be a Fit

The role requires a customer-focused individual with direct experience supporting clients as a primary contact or lead using phone and email, experience troubleshooting complex issues, and SQL and Windows platform experience.

Requirements

• Customer support experience
• Client-focused and ability to understand expectations
• Direct experience supporting clients as a primary contact or lead using phone and email
• Experience troubleshooting complex issues
• SQL and Windows platform experience

Benefits

• Comprehensive health, dental, and vision plans
• Parental leave for primary and secondary caregivers
• Flexible work arrangements
• Two, week-long company breaks per year
• Additional time off
• Long-term incentive program
• Training investment program