Technical Support Application Analyst – 24/7
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Job Description
Technical Support Application Analyst providing 24/7 support for company products. Diagnosing, troubleshooting, and resolving software and network issues for customers.
Responsibilities:
- Use SQL applications and tools to run basic SQL queries
- Respond to client questions, problems, and work requests on a daily basis
- Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers
- Partner with senior level team members as needed to troubleshoot and resolve customer incidents
- Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets
- Monitor assigned open tickets, contact customers, and update tickets on a timely basis
- Provide responsive support to clients during normal shift hours
- Complete all daily tasks and projects
- Track time daily
Requirements:
- Customer support experience
- Client-focused and ability to understand expectations
- Direct experience supporting clients as a primary contact or lead using phone and email
- Experience troubleshooting complex issues
- SQL and Windows platform experience
- Travel 10% of the time
Benefits:
- Comprehensive health, dental, and vision plans
- Parental leave for primary and secondary caregivers
- Flexible work arrangements
- Two, week-long company breaks per year
- Additional time off
- Long-term incentive program
- Training investment program
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