glassdoor sales-marketing application customer support analysts

Application Customer Support Analysts


Job Description

Please note: Must have working knowledge of Troubleshooing ASP/.Net/C# application - level 1 issues
  • Provides software support/guidance by answering questions on function, features and usage of software products.
  • Assist with cross-application issues related to web applications
  • Ability to analyze complex data systems, identify problems and provide solution to Business users
  • Troubleshoot ASP/.Net/C# application - level 1 issues
  • Configure and troubleshoot network-connected hardware (printers, PC’s, cameras, etc.).
  • Comprehend technical documentation and communicate with a clear understanding of the material.
  • Utilize collaboration tools in the Office 365 platform to work with team members.
  • Understand and write SQL queries in Microsoft & Oracle environments.
  • Perform KPI analysis utilizing multiple data sources (SQL, logs, in-house reporting, etc.).
  • Organize and prioritize job tasks efficiently.
  • Communicate directly with customers, representing the company and its’ products respectfully and effectively.
  • Work with different teams to develop new skills required to support varied hardware and software solutions.
  • Remotely assist customers via phone, web conferencing, etc. to diagnose and resolve support issues.
  • Accurately record and report support incident details and customer feedback.
  • Work responsibly within production environments to ensure maximum uptime for all related hardware and software.
  • Take part in a weekly on-call rotation providing after-hours/weekend support.
Experience:
  • 4+ years experince in software application support - troubleshooting and configuration
  • 2+ years of hands-on and/or remote customer support.
  • Any experience in the maritime or cargo transportation/logistics industries is welcomed.
Education:
  • High school diploma or equivalent.
General IT, Networking, and/or Microsoft certification is desirable
special offer

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