Application Support Analyst

Customer Service Manila, Philippines

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Description

We’re looking for an Application Support Analyst who is a hybrid problem-solver, business analyst and customer advocate. Weird combo?...not really, you’ll become an expert in supporting our complex enterprise software for our customer by playing the detective role in solving issues, being curious with your troubleshooting, and all while incorporating our mission to be loved by customers! 

The best part is that you'll be part of a global support team where you'll collaborate with other Resolverites in New Zealand, Canada & the UK! If you’re passionate about technology and love a challenge keep on reading!

About Resolver:

Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose. 
 
We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work eight years in a row! 

Let's break down the day-to-day a little further:

Customer Support (80%):

Measures of Success: Respond to incoming customer support questions or issues by troubleshooting each situation and always providing the customer with the best possible solution

  • Solves problems through critical analysis, testing, consultative questioning and relationship-building to determine the root cause.
  • Ensures the utmost courtesy, professionalism and politeness in both written and verbal customer contacts.
  • Documents all customer contact for future reference, you must be able to channel your inner-librarian.
  • Clearly sets and communicates expectations to customers plus internal stakeholders. Communication, communication, communication!
  • Collaborate with other internal teams to solve interesting problems.
  • Answers advanced use case questions and applies business context to solutions.

Customer Relationship Management (10%):

Measures of Success: Manages the customer experience with the goal of achieving an NPS of 40.

  • Addresses early escalations in breaks and/ or fixes with customers, also manages long-running support issues.
  • Manages the customer experience with the goal of being loved by customers

Projects (10%):
Measures of Success: Participates in constantly enhancing the quality and efficiency of Resolver’s Technical Support Desk

  • Reviews documentation and customer case studies to devise ways of improving the efficiency of the support desk function
  • Maintains current knowledge of Resolver's software line and a current understanding of the technical environments in which the software is being installed and used. You just can’t get enough of those techie blogs.

More about you:

  • Post-secondary education or equivalent experience. We're not picky about what studied in school, more that you're ambitious and inquisitive!
  • 1-3 years' in a related field (software, IT, computer science, technical support
  • You have exceptional written and verbal communication skills and get pumped speaking with customers
  • You love tech and how tech solves business problems. More importantly, you learn quickly.
  • You are a creative problem-solver who is passionate about solving problems for your customers.
  • You have no problem working under time-pressure and multi-tasking. Same goes for switching up priorities.
  • You love to make customers happy regardless of any obstacle
  • Technical experience with relational databases including SQL & Oracle is a bonus.

Interested?!

If you want to work in a highly collaborative environment and are committed to making a difference, we’d like to meet you. Click below to get the process rolling.

We truly appreciate all interest and will happily reply to qualified candidates!

Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at [email protected]

 

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