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Application Support Specialist
Il y a 2 mois
Job Title: Application Support Analyst
Company: Sherborne Talent Solutions
Job Type: Full-time
Location: Remote
About Us: Sherborne Talent Solutions is a leading provider of IT services, dedicated to delivering exceptional support to our clients.
About the Role:
We are seeking a highly skilled Application Support Analyst to join our team. As an Application Support Analyst, you will be responsible for providing expert technical support to our clients, troubleshooting and resolving complex technical issues, and ensuring the smooth operation of support functions.
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.
- Be fluent 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).
What We Offer:
We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive salary and benefits package.
