What are the responsibilities and job description for the Support Analyst I (W2 only) position at BravoTECH?
The Application Support Analyst I supports functions through the use of various types of software. This includes performing troubleshooting on moderately complex application issues / problems for customers. This role is also responsible for participating in the delivery and improvement of legacy / custom applications.
- Job Components : Handle incidents escalated from level one support, using in-depth investigation techniques and analytical insight to resolve moderately complex issues.
- Assist with troubleshooting system issues / problems by identifying root causes and implementing effective solutions.
- Provide client support via telephone and e-mail, utilizing problem-solving abilities to address their needs.
- Work with limited information from clients to determine and diagnose the underlying problem.
- Utilize training documentation and other resources to resolve issues, as each problem may require unique solutions without scripted approaches.
- Evaluate various solutions and recommend a course of action after gaining proficiency in the systems, applications, and processes.
- Collaborate with higher-level Team Members to resolve complex issues and share knowledge effectively.
- Escalate problems appropriately to meet Service-Level Agreements.
- Track the status of incidents and requests assigned.
- Document and review solutions to common problems and system configurations, contributing to the knowledge base and ensuring alignment with design specifications.
- Adjust to constant business change by effectively learning new systems and processes.
- Identify trends and patterns in reoccurring issues to reduce the number of tickets, analyzing them to provide recommendations for improvements.
- Participate in the implementation and enhancement of applications based on user feedback and ongoing challenges.
- Respond to frequently asked questions.
- Plan and prioritize workload to meet deadlines.
- Qualifications : College degree in a computer-related field or equivalent experience.
- 1-2 years of support experience for an ERP, WMS, Salesforce, and / or .Net system.
- Experience with data manipulation and analysis using PL / SQL and SQL in an Oracle or SQL environment.
- Strong analytical and problem-solving skills coupled with the ability to think logically and practically.
- Effective listening, comprehending, and verbal and written communication skills to communicate promptly to partners and to understand and address their needs.
- Ability to consider different possibilities and make independent decisions based on experience with systems and processes to resolve issues effectively.
- Ability to learn and support multiple applications.
- Strong organizational skills with the ability to manage multiple priorities and deadlines under moderate supervision.
- Highly self-motivated and independent.
- A working knowledge of general application support standards.
- Ability to perform a wide variety of tasks.