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Applications Support Specialist
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Application Support Analyst
2 months ago
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 technical support to our clients across the UK and Europe.
Key Responsibilities- Technical Support: Offer expert support for our products, including diagnosing and resolving complex technical 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.
- 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).
