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Application Support Analyst
Explorance
posted 5mon ago
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Job Description
The Customer Support Analyst is responsible for supporting Explorance s products for our customers. This includes interacting and communicating with our internal teams to solve problems. The role also includes some consulting with customers on how to best integrate
Explorance s application to 3rd-party systems to meet their automation and scalability needs.
Explorance s application to 3rd-party systems to meet their automation and scalability needs.
Primary Duties and Responsibilities:
- Serve as a single point of contact while effectively and cooperatively providing superior customer support and problem resolution
- Create service requests and properly document all customer interactions and troubleshooting actions in the departments case management system
- Provide tier 2/3 functional and technical support on Explorance software solutions
- Configure and implement new functionality in the Explorance software solutions
- Log, prioritize, research, and accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAs
- Provide detailed reporting, identify functionalities, and provide status updates on identified issues internally and with the client until the customer support case is resolved
- Assist in new implementations, installations, upgrades and migrations of existing customers systems
- Investigate issues with customer IT systems such as , SSO, LMS, SIS
- Provide basic technical and web application training to new customers when required
- Communicate and coordinate with internal departments when addressing software bugs or new releases
- Occasionally perform Quality Assurance tasks for testing of new software versions
- Follow procedures, and continually improve internal processes for maintenance of solutions that are in production
- Collaborate with developers and QA team for high quality, delivery on time
Skills and Competencies:
- Exceptional Customer Service Focus
- 3-5 years experience in IT related field
- Minimum 3 years customer support/technical support experience with enterprise software
- Relevant technical work experience, deploying web applications in IIS including server and network administration.
- Experience with system integration, good understanding of product architecture, infrastructure components, databases, cloud systems, and virtualization
- Strong analytical problem solving and decision making skills
- Experience working with multiple stakeholders in a problem-solving environment
- Exceptional communication skills, both oral and written with client interaction experience at executive levels
- Ability to handle difficult or sensitive situations with diplomacy and tact
- Excellent time management and organizational skills
- Creative, self-motivated, with good interpersonal skills
- Ability to work independently and as part of a team
- Attention to detail
Technical Skills:
- Experience with SQL/Oracle Database querying and with MS Excel
- Setup and administration skills for MS Windows servers, MS SQL Server installation and configuration
Qualifications/Requirements:
- Verbal and written communication skills in both French and English for use in communication with global offices. Spanish is a plus.
- Passion for helping customers with strong customer service skills
- Technical or Business Diploma in related field
- Experience working with Microsoft Server, MSSQL, IIS, Certificates, Email bdelivery troubleshooting.
Nice to Have:
- Technical certifications: Microsoft
- Experience with HTML CSS, XML
- Experience working with APIs
- Knowledge/Experience working with cloud offerings such as Microsoft Azure or AWS
Availability:
- Must be willing to work outside of normal business hours (i.e. evenings, nights, weekends) to provide support coverage for our international customers
- 24/7 Pager/On-Call Rotation
Other Requirements:
- Only apply if you are a Chennai (or surroundings) resident that is interested in being part of a vibrant and highly engaged at-the-office culture.
Employment Type: Full Time, Permanent
Functional Areas: Other
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