Application Support Specialist
il y a 1 semaine
We are seeking a highly skilled and experienced Application Support Analyst to join our Client Support team. As a key member of our team, you will be responsible for providing expert application support to clients across Europe and the UK.
Key Responsibilities:
- Technical Support: Offer expert support for our products, including diagnosing and resolving issues, suggesting solutions, and advising on best practices.
- Issue Resolution: Analyze and address customer issues using your technical expertise and training provided.
- Customer Interaction: Regularly engage with customers through support calls, manage open tickets, prioritize tasks based on customer impact, and advocate for their needs.
- Collaboration: Work closely with the Application Support Manager and cross-functional teams to support the release management cycle for customers.
- Ticket Management: Oversee ticket queues, ensuring proper triage and distribution among the client support team.
- Team Mentorship: Provide guidance and training to junior team members, fostering their professional development.
- Escalation Handling: Collaborate with 3rd line engineers to resolve complex technical issues.
- Product Issues: Communicate product issues to internal development and QA teams, ensuring that defects are properly understood and resolved.
- Documentation: Develop and maintain technical documentation, including support guides and process documentation.
Qualifications and Experience:
- Strong commercial experience in application support or related technical roles.
- Fluency in French and English.
- Strong technical skills, including experience with enterprise applications, databases, and scripting languages.
- Excellent problem-solving and analytical abilities, capable of troubleshooting complex issues and implementing effective solutions.
- Strong communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams and explain technical concepts to non-technical stakeholders.
- Ability to work independently and manage multiple priorities in a dynamic environment.
- Exceptional customer service skills to ensure positive user interactions.
- Proficiency in Microsoft Office (or equivalent software).
This role offers an exciting opportunity to work in a dynamic environment, where you will have the chance to develop your technical skills while making a meaningful impact on customer satisfaction and the overall success of our support team.
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