Application Support Specialist

7 days ago

Birmingham, Birmingham, United Kingdom Sherborne Talent Solutions Full time
Job Description

We are seeking a highly skilled and experienced Application Support Analyst to join our team at Sherborne Talent Solutions. As a key member of our Client Support team, you will be responsible for providing expert application support to clients across the UK and Europe.

Key Responsibilities:

  • Technical Support: Offer expert support for our products, including diagnosing and resolving issues, suggesting solutions, and advising on best practices.
  • Issue Resolution: Analyze and address customer issues using your technical expertise and training provided.
  • Customer Interaction: Regularly engage with customers through support calls, manage open tickets, prioritize tasks based on customer impact, and advocate for their needs.
  • Collaboration: Work closely with the Application Support Manager and cross-functional teams to support the release management cycle for customers.
  • Ticket Management: Oversee ticket queues, ensuring proper triage and distribution among the client support team.
  • Team Mentorship: Provide guidance and training to junior team members, fostering their professional development.
  • Escalation Handling: Collaborate with 3rd line engineers to resolve complex technical issues.
  • Product Issues: Communicate product issues to internal development and QA teams, ensuring that defects are properly understood and resolved.
  • Documentation: Develop and maintain technical documentation, including support guides and process documentation.

Qualifications and Experience:

  • Strong commercial experience in application support or related technical roles.
  • Fluency in English and either German or French.
  • Strong technical skills, including experience with enterprise applications, databases, and scripting languages.
  • Excellent problem-solving and analytical abilities, capable of troubleshooting complex issues and implementing effective solutions.
  • Strong communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams and explain technical concepts to non-technical stakeholders.
  • Ability to work independently and manage multiple priorities in a dynamic environment.
  • Exceptional customer service skills to ensure positive user interactions.
  • Proficiency in Microsoft Office (or equivalent software).

This role offers an exciting opportunity to work in a dynamic environment, where you will have the chance to develop your technical skills while making a meaningful impact on customer satisfaction and the overall success of our support team.

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