Senior Application Support Analyst

Senior Application Support Team Analyst

The Senior Application Support Team Analyst will be expected to take ownership of the investigation, diagnosis, and resolution of our clients’ technical and customer service related questions. You will be a product expert and understand the clients’ needs in depth, acting as a liaison between the client, support, and configuration/implementation teams.

Responsibilities

• Resolve client inquiries by phone, email support, or ticketing system with the ability to handle sensitive, escalated issues.
• Understand business requirements, build test cases, and test software changes.
• Troubleshoot problems by researching, analyzing, and identifying symptoms and causes.
• Meet client deadlines according to the service level agreements by appropriately managing and prioritizing assigned tasks while ensuring quality control.
• Comply with best practices available, including standards of confidenti...