Application Support Analyst

Description:

Application Support Analyst
Onsite in Austin, TX

About the role:
The Application Support/Client Support Specialist is responsible for answering phone calls and email requests for client account maintenance, assisting with invoice inquiries and payments, data entry and miscellaneous administrative tasks as assigned. Since this position requires interaction with clients of all organizational levels via telephone and email, it is essential that this individual have effective customer service, communication and problem-solving skills.
The Customer Service Representative provides support to internal and external clients on technical and product specific issues. May provide remote technical and application support to customers, by phone, email, chat and/or remote system access. Strong knowledge of product specialty as this role demands more technical inclination than typical 1st line support. Requires ability to discern/creatively troubleshoot client issues associated with enterprise application including bespoke client networks. Requires developing strong knowledge of complex product, and clear/concise communication/documentation to client questions relating to the application.
Essential activities of the Customer Service Representative include: providing application support to both internal teams and external customers; contributing subject matter expertise to ensure customer satisfaction and organizational success; maintaining performance standards and representing company.

Responsibilities:

• Demonstrates solid knowledge of application, product, and services.
• Provides support and troubleshooting of application to both internal teams and external customers via telephone, live online chat and email.
• Strong analytical skills to identify origin/cause, initiate research and promptly respond to cases that may be handled without escalation (e.g., product operation, product content).
• Effectively communicates to internal and external clients and records concise documentation of cases.
• Working cross-functionality to proactively resolve specialized, procedural, and operational issues; escalating cases that require additional expertise.
• Independently and in team environment, apply troubleshooting methodologies to drive escalated issues to closure.
• Delivers timely responses to business owners, stakeholders, and users on issue status and resolution.
• Motivated contributor to team knowledge share, meetings, and documentation to reduce recurring issues and inquiries.

Qualifications:

• Education Minimum, high school education or equivalent, bachelor's degree preferred.
• 2 years of client-facing application support experience, including: Troubleshooting product issues, and reporting issues via phone/e-mail/chat.
• Working cross-functionally to resolve technical, procedural, or operational issues.
• Working collaboratively with individuals at all levels of the organization.
• Executing to short and long-term plans • Training internal and external customers to mitigate recurring requests for help.
• Tools: CRM Application; e.g., Salesforce, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Microsoft Server products (e.g., Windows Server, SQL, MS Project), Visio, Microsoft Access.
• Analytical skills, Interpersonal and collaborative skills, Problem solving and decision making skills.
• Written and verbal communication skills, Prioritization, multitasking and organizational skills and Conflict resolution.