Application Support Analyst
On-siteIndia, Madhya Pradesh, Republic of India
India, Madhya Pradesh, Republic of IndiaOn-siteFull TimeMedium
Full TimeMedium
Job Summary
Resolve a high volume of customer requests via email, chat, phone, and web sessions while adhering to Service Level Agreements and ensuring high satisfaction scores. Assist customers with product questions, troubleshoot technical issues, and provide guidance to drive issues to resolution through collaboration with internal teams. Manage expectations regarding priority, resolution time, and workarounds, while proactively monitoring emerging patterns and creating knowledge base articles. Spend approximately 85% of time on issue resolution, with 5% in meetings and 10% on ongoing training.
Required Qualifications
- 1+ year of technical support experience
- Information Systems, Information Technology, or equivalent experience
- Knowledge of SQL, SQL Server, and cube technology
- advanced experience in Microsoft Excel, including macros, VBA, Pivot tables
- Excellent troubleshooting, problem-solving, time management and organization skills
- Ability to learn quickly and respond to changing customer needs and demands
- Exceptional written and verbal communication
- Comfortable with shift work
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