What are the responsibilities and job description for the Application Support Analyst position at Endurance IT Services?
Job Description
Job Description
We are seeking an Applications Support Analyst for a full-time onsite opportunity in Norfolk, VA. The Applications Support Analyst serves as a subject matter expert, providing technical software support by addressing requests using MRI Software and Yardi. The ideal candidate should have strong skills in working with applications and systems, with the capability to analyze, diagnose, and resolve a variety of software issues, from basic to complex.
Responsibilities :
- Manage and resolve incoming customer support requests related to product functionality, troubleshooting, and bugs / enhancements. Follow up on problems on behalf of the user and communicate progress in a timely manner.
- Monitor and update help desk tickets in the ticket management system to track progress and resolution of customer issues.
- Engage with customers via phone, screen sharing, ticket system, and email to respond to inquiries, concerns, and requests related to the company’s systems and applications.
- Handle multiple priorities and customer issues professionally, interpreting, understanding, and effectively resolving customer questions.
- Act as a point of contact for phone calls, emails, and Help Desk processes regarding IT software issues, escalating unresolved calls / tickets to the Applications Services Manager in a timely manner.
- Notify the Applications Services Manager of any trends or concerns.
- Maintain a high degree of customer service for all inquiries and adhere to all company SOPs in ticket resolution.
- Perform user setup and configuration for various in-house software applications.
- Set up and configure MRI or other PM operating systems.
- Provide after-hours and on-call support as needed.
- Develop and create process and procedure documentation, training materials, FAQs, and Knowledge Base Articles for application support processes where applicable.
- Assist with testing new software releases.
- Participate in other special projects as needed.
Requirements :
Preferred :
