Demo

Support Analyst I (W2 only)

BravoTECH
Dallas, TX Full Time
POSTED ON 1/23/2025
AVAILABLE BEFORE 4/20/2025

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.

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