Application Support Analyst (SQL server, Jira, Windows OS)
RemotePhilippines
PhilippinesRemoteFull TimeBachelors DegreeSmall
Full TimeBachelors DegreeSmall
Job Summary
Investigate reported issues, provide training, and implement software corrections for the client's marina management platform. Evaluate support priority, communicate with customers to identify problems, and create user training videos or documentation. Log incoming requests, research technical solutions, and coordinate with developers to apply fixes or workarounds. Install system upgrades, assist with version release testing, and report weekly support statistics. Maintain confidentiality and keep turnaround times to a minimum while managing multiple projects at varying phases.
Required Qualifications
- Solid understanding of the different client business types
- Understanding of the client's solution functionality
- Awareness of the types of related applications available to clients
- Understanding the structure of the software
- Ability to communicate clearly to clients and programmers as well as non-technical staff
- High attention to detail
- Strong and effective inter-personal communication skills, both verbal and written
- Ability to interact professionally with a diverse group of clients and staff
- Detailed understanding of the client's solution, code structure, operations and settings
- Ability to multi-task and stay organized in a dynamic work environment
- Positive Can Do attitude
- Ability to think outside the box
- Ability to take ownership of tasks at hand and deliver solutions without management
- Skilled knowledge of computer languages, data structures, logic and flow-charting, computer program design methods and techniques, databases and writing program documentation
- Ability to learn new programming languages
- Good customer communication with a friendly attitude
- Proficient with SQL server
- Proficient with Jira
- Proficient with Windows OS
- Proficient with MS Offices
Desired Qualifications
- Create and record user training videos
- Run group or individual training sessions to a high professional level
- Document user documentation, the knowledge Bases, and user help
- Document and time log all work
- Log and manage incoming support requests
- Research and identify issues reported by customers, providing training as needed
- To communicate clearly and effectively to the developers to gain understanding of the solution to be applied to the support request should it involve development
- Install or upgrade systems or fixes as required
- Assist with version release testing and documentation
- Create video help documentation on all new features of NG with each version release
- Report on weekly support statistics and trends
- Maintain your skill level by studying current development tools, programming techniques, reading professional publications, and maintaining professional networks
- Protects company operations by keeping information confidential
- Perform any other related duties incidental to the work described herein in support of the company
- Purposes, implements and supports new technology solutions that improve business operations
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