Application Support Analyst (Remote Position)

The Application Support Analyst position is a client-centric role, dedicated to providing comprehensive support and resolving challenges related to a diverse range of technical issues. We are seeking a highly motivated individual who possesses a fervent passion for technology, coupled with an unwavering commitment to deepening their understanding of our product suite. The successful candidate will excel in a dynamic environment, offering solutions to complex customer issues, responding to inquiries about application functionalities, and overseeing the customization of reports and other technical services. This role requires the provision of exceptional customer service, ensuring client satisfaction and fostering positive relationships.

Essential Duties and Responsibilities

• Direct engagement with clients to troubleshoot and resolve application-related issues that are of moderate complexity, including service disruptions, and to assist with application updates and maintenance operations.
• Exercise discretion in the efficient resolution of issues to ensure client satisfaction, minimize downtime, and prevent budget overruns.
• Appropriately field or escalate incoming queries to ensure rapid and effective resolution.
• Gather comprehensive details to accurately categorize requests, facilitating the determination of the most effective resolution strategy.
• Apply professional judgment in the analysis of issues, aiming to resolve hardware/software challenges via telephone support or determining the necessary level of maintenance to address the problem effectively.
• Offer guidance on hardware specifications and basic software configurations, including instruction on fundamental features, user permissions, system configurations, and overall functionality.
• Maintain open and continuous communication with clients, providing regular updates on the status of their issues until resolution.
• Troubleshoot and resolve issues related to the maintenance and configuration of specific business applications and their supporting systems, including interfaces, databases, and other application components, both in cloud-based and on-premises environments.
• Contribute to the after-hours on-call rotation, ensuring that critical support is available outside of standard business hours.

Requirements

• High school diploma required; 2-to-4-year college degree preferred. Pertinent experience can be substituted for a degree.
• Excellent verbal and written communication skills, including the ability to create organized and informative reports, as well as comprehensive accurate documentation.
• Demonstrated focus to customer service and satisfaction
• Ability to analyze and solve problems both individually and as a team
• Strong understanding of MS Windows Desktop and Server operating systems along with TCP/IP, routing, switching, firewalls, DNS and DHCP
• Positive and friendly demeanor

AA/EOE/M/F/Disabled/Vet

This company is an affirmative action/equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, age, disability or protected veteran status. All qualified applicants will receive consideration for employment.