The Application Support Analyst is a hybrid of techie-lover, problem-solver, business-thinker, and customer advocate. This position focuses on customer needs through question/problem diagnoses, issue resolution and communication of technical solutions, all while delivering an exceptional customer service experience.
Customer Support
Solves problems through critical analysis, consultative questioning and relationship building
Responds to incoming customer support questions, requests, and issues by analyzing and troubleshooting each situation and always providing the customer with the best possible solution
Ensures the utmost courtesy, professionalism, and politeness in both written and verbal customer contacts
Receives, assesses, and prepares data from customers for conversion from older software versions
Documents all customer contact for future reference, you must be able to channel your inner librarian
Learning & Development
Increases knowledge of Resolver's software platforms and solutions, continually extending the range of topics that can be supported
Participates in constantly enhancing the quality and efficiency of Resolver’s Customer Support service, by providing input to improve our internal and external knowledge bases and internal processes
Qualifications & Experience
- Post-secondary education or equivalent experience
- Passionate about tech and how tech solves business problems
- Able to learn quickly
- Stellar verbal & written communications are a must
- Experience supporting complex and highly configurable enterprise software applications
