Associate Application Support Analyst

GTM - Customer Team Woodland Hills, California


Description

Responsibilities:

  • Coordinate with customer to determine functional requirements and determine technical solutions.
  • Analyze data in support of proposed projects, business cases, and system requirements.
  • Use accepted project management, application development and documentation standards and processes.
  • Field high-volume of frequently asked questions.
  • Contribute to the development of a Self-Service Support Portal by creating training materials, testing the system, and running quality assurance for support team.
  • Test, implement, document and maintain support FAQs/solutions.
  • Work as a member of a team and provide support for the application.
  • Use formalized development methodology to assure that risks to security and business process integrity are identified and mitigated.
  • Gather the customer’s information and determine the customer’s need by analyzing the symptoms and figuring out the underlying problem, elevating complex cases to senior level analysts.
  • Use available knowledge & resources to provide possible solutions.


Qualifications
  • Ability to interpret client inquiries and direct appropriate course of action
  • Professional attitude and desire to answer customer inquiries and resolve issues with patience and understanding; must be service-oriented
  • Willingness to learn
  • Experience with ticketing systems
  • Excellent interpersonal skills, be flexible, enthusiastic, and good aptitude for cloud software applications
  • 1+ years prior experience in a customer support position, with a focus on accounting, financial, or banking applications
  • 1+ years Web-based applications experience and related technical knowledge--for example, SQL queries/scripting, MS Office, Ticket Management Systems, resolution of browser issues, etc.)
  • Fluency in German language a plus