The Application Support Analyst provides first-line technical support to client’s customers, addressing and resolving technical issues while ensuring timely responses and resolution of support tickets.
DUTIES AND RESPONSIBILITIES
- Helpdesk & Ticket Management:
- Act as the first point of contact for customers experiencing technical issues or needing assistance with client’s application.
- Use Freshdesk and Azure DevOps to manage, track, and resolve customer tickets, ensuring that all support requests are handled in a timely and eKicient manner.
- Troubleshoot basic technical issues and provide appropriate solutions or workarounds to customers.
- Escalation of Issues:
- Escalate complex technical issues or unresolved tickets to the appropriate team members, including developers or DevOps for further investigation.
- Maintain clear communication with both the customer and internal teams throughout the ticket resolution process, ensuring transparency and updates on ticket progress.
- Customer Onboarding:
- Manage the onboarding process for new customers, including the setup and provisioning of both production and sandbox environments via the Client web frontend.
- Provide guidance and support to new customers during their onboarding phase, ensuring they have all the resources and information needed to successfully use the application.
- Customer Liaison:
- Communicate with end users in a clear, friendly, and professional manner, helping them understand technical solutions and processes.
- Act as a liaison between the development team and the customer to ensure issues are understood and addressed eKectively.
- Documentation & Knowledge Base:
- Maintain and update support documentation, knowledge base articles, and FAQs to assist customers in self-service resolutions.
- Contribute to the continuous improvement of support processes by identifying areas for improvement and documenting best practices.
- Continuous Learning:
- Stay up to date with the latest features and functionalities of the application, ensuring that you can provide the best possible support to customers.
- Continuously develop technical knowledge related to the application and its backend infrastructure.
SKILLS AND COMPETENCIES
- Technical Skills:
- Familiarity with ticketing systems such as Freshdesk and Azure DevOps.
- Basic understanding of web applications and the ability to troubleshoot common issues related to front-end and API functionality.
- Experience with customer onboarding processes and provisioning environments via web interfaces is an advantage.
- Customer Service & Communication:
- Strong customer service orientation, with excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users in a clear and concise manner.
- Problem Solving:
- Effective at diagnosing and resolving basic technical issues quickly and efficiently.
- Proactive in escalating more complex issues to the appropriate team members
- Team Collaboration:
- Strong team player, able to work closely with the development and DevOps teams to ensure customer issues are resolved
- Ability to liaise between technical and non-technical stakeholders, ensuring clear communication and understanding.
QUALIFICATIONS
- Tertiary qualification in Information Technology, Computer Science, or a related field is an advantage but not required.
- 3+ years of experience in a technical support or helpdesk role, ideally in a SaaS or web-based application environment.
- Experience using ticketing systems such as Freshdesk and Azure DevOps
