Application Support Analyst

As a Technical Support Analyst, your role involves providing technical and operational support to end-users, ensuring efficient issue resolution and maintaining high levels of user satisfaction. You will be responsible for the following key responsibilities: - **Internal System Application Support:** - Provide technical support for internal system applications, troubleshooting issues, and ensuring smooth operation. - Collaborate with development teams to identify and resolve application-related problems. - **Query Triage:** - Receive, analyze, and prioritize incoming queries from users. - Determine the urgency and complexity of each query for timely and effective resolution. - **Issue Tracking and Assignment:** - Utilize ticketing systems to track and manage incoming queries. - Assign queries to the correct Level 2 (L2) associates based on their expertise and workload. - **User Communication:** - Respond to users promptly and professionally, providing clear and concise information about the status of their queries. - Escalate complex issues to higher-level support teams as needed. - **Documentation:** - Maintain accurate records of all queries, resolutions, and follow-up actions. - Ensure proper metrics are maintained on query resolution times and user satisfaction. - **Continuous Improvement:** - Identify trends in user queries to suggest improvements in system functionality or user experience. - Participate in regular support team meetings to discuss best practices and address challenges. - **Knowledge Sharing:** - Stay updated with the latest features of internal system applications. - Share knowledge with other support analysts to create a cohesive and efficient support environment. In terms of qualifications and experience, you should hold a graduate degree in Any Specialization with at least 2-3 years of experience in a similar role. Hands-on experience with data and certification products is required, and experience in the professional services industry is a plus. Your skills and qualities should include: - **Technical Skills:** - Basic understanding of SDLC methodologies and Agile principles. - Knowledge of testing concepts to ensure requirements are met. - Ability to write clear and concise issue descriptions for technical teams. - **Soft Skills:** - Effective communication of technical concepts to diverse audiences. - Capacity for teamwork and knowledge sharing. - Proficiency in reporting and presentation skills. - Ability to work independently and meet deadlines. By excelling in the criteria for performance evaluation and leveraging your skills, you will contribute to the efficient functioning and improvement of the technical support process within the company.,