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Junior Application Support Analyst

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  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity

Requirements

  • To be successful, you'll need:
  • A strong commitment to providing exceptional customer service.
  • Excellent analytical and problem-solving skills.
  • Proficiency in SQL Server Reporting Services (SSRS).
  • Experience working with database log files.
  • The ability to document solutions clearly and concisely.
  • A solid understanding of the Software Development Lifecycle (SDLC).
  • Excellent communication and interpersonal skills.
  • Proficiency in a ticketing system and knowledge base management.
  • (Bonus) Experience with C# coding and stored procedures.

Responsibilities

  • Customer Champion: Deliver exceptional customer service, ensuring their satisfaction and driving high renewal rates.
  • Quality Assurance Pro: Perform thorough QA checks on all support call resolutions, maintaining the highest quality standards.
  • Data Storytelling with SQL: Develop insightful reports using SQL Server Reporting Services (SSRS) to analyze trends and identify areas for improvement.
  • Data Detective: Create datasets to analyze and replicate customer issues, pinpointing the root cause.
  • Database Sleuth: Leverage your expertise to troubleshoot software issues by analyzing database log files.
  • Ticketing & Documentation Master: Track and meticulously document all customer issues within our ticketing system, ensuring clear communication and resolution history.
  • Problem-Solving Partner: Diagnose reported issues, differentiating between changes and bugs. Communicate findings effectively to analysts, developers, and sales consultants.
  • SDLC Savvy: Possess a solid understanding of the Software Development Lifecycle (SDLC) to foster smooth collaboration with internal teams.
  • Building Relationships: Develop and maintain positive working relationships with customers and internal resources, fostering a collaborative environment.
  • Proactive Problem Prevention: Conduct on-site visits to perform preventative maintenance on customer systems, optimizing stability and control (Exacta software).
  • Remote Monitoring Guru: Implement and improve remote monitoring tools to proactively identify and address potential issues within customer systems.
  • Knowledge Base & Ticketing System Expert: Utilize our knowledge base and ticketing system effectively to troubleshoot issues and document solutions.
  • Data-Driven Decisions: Routinely access customer databases for in-depth analysis and troubleshooting.
  • Minimizing Escalations: Resolve application issues efficiently, minimizing the need for escalation to higher support tiers.
  • Communication Hub: Manage conference calls with key stakeholders, ensuring clear and concise communication.
  • Coding Connoisseur (Bonus): Your ability to diagnose and troubleshoot C# code, and dissect stored procedures will be a valuable asset.

FAQs

What is the job title for this position?

The job title is Junior Application Support Analyst.

What is the annual salary range for this position?

The annual salary range is between $65K and $75K.

How many days per week will I need to be in the office?

You will need to be in the office for 3 days a week in a hybrid work format.

Is a valid work permit necessary for this role?

Yes, a valid work permit is necessary in the US to apply for this position.

What type of experience is required for this role?

The position requires a minimum of 1 year of relevant experience.

What are the primary responsibilities of the Junior Application Support Analyst?

Primary responsibilities include delivering exceptional customer service, performing QA checks, developing reports using SQL, troubleshooting issues, and maintaining documentation.

What skills are essential for success in this position?

Essential skills include strong analytical and problem-solving abilities, proficiency in SQL Server Reporting Services (SSRS), and excellent communication skills.

Is experience with C# coding necessary for this role?

Experience with C# coding is a bonus, but not a strict requirement.

What kind of environment can I expect to work in?

You can expect a dynamic and collaborative work environment where you can learn and grow while working with cutting-edge technologies.

Will I have the opportunity to interact with customers?

Yes, you will be the first line of defense for customers, providing exceptional support and building relationships.

What tools will I be expected to use in this role?

You will be expected to use a ticketing system and knowledge base management tools effectively, along with SQL Server Reporting Services (SSRS).

Can I expect opportunities for career growth in this role?

Yes, there will be opportunities to make a real impact on customer success and to grow your career in technical support.

Are there training opportunities available?

Yes, the company offers a dynamic work environment that facilitates learning and growth in the field.

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Technology
Industry
11-50
Employees

Mission & Purpose

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