Technical Support Analyst

PURPOSE OF THE ROLE: 

As part of our customer success team, the application support analyst will take a pro-active role in monitoring our entire IT estate, covering both internal and customer facing cloud platforms. The analyst will monitor our reporting and alerting systems for any abnormalities or alerts regarding performance, availability or incidents relating to network, infrastructure, and applications. The analyst will also be the first line of contact for all Level 1 application support related queries that arise out of Ozone API SaaS solutions.

The ideal candidate will have a proven track record of troubleshooting and solving customer issues, supporting enterprise clients, have experience working with Internet application and database technologies.

The primary focus of this role is to ensure we meet our SLAs for system availability and performance and to promote quality customer service to internal & external clients through partnering with various engineering teams within the company. A significant proportion of the work involves responding to service desk tickets from our customers who need assistance while using Ozone API applications. Responsibilities will also include working with the customer to track, record, and document application support requests and issues in our ticketing system.

The application support analyst will go on to become the subject matter expert on the process and will interact with the internal client success team to ensure the smooth running of operations. The role will report directly to the Service Desk Manager.

JOB DUTIES & RESPONSIBILITIES: 

Provides end-user support for our Ozone API solution suite. Research customer support requests against known issues and provides timely and effective service to production support requests through direct customer interactions. Helps to identify potentially new and/or undocumented issues and forwards them to product management and infrastructure as applicable.

• Provide Level 1 technical assistance as needed for troubleshooting and customer service. Ensuring proactive resolution and root cause analysis of the assigned application incidents/problems within the agreed SLA
• Provide support to customer on email (95%) or Phone (5%) to diagnose and resolve problems while providing end-user assistance and resolution to issues
• Be primary point of contact for a portfolio of products, coordinating with the engineering and product teams to drive Level 1 issues to resolution
• Establishes and maintains cooperative and supportive relationships with customers by responding to written and verbal user questions, providing information to users or referring questions to other departments for appropriate response and escalated action
• Manages customer requests using appropriate tools and understands timelines for ongoing issue resolution. Communicates with customers on status of their incidents.
• Troubleshoot appropriately to identify the root cause of the issue and resolve the issue with the user. Continue to build up your knowledge base so that more and more situations are resolved within the Level 1 support organization
• Maintain a positive rapport with customers while discussing or resolving problem situations
• Establish and manage a close working relationship with service owner, 2nd level support, 3rd level support
• Ensures end-to-end customer experience and provides a single point-of-contact for the customer
• Helps support process status documentation to support management activities. 
• Participate in the development of process goals and objectives, and identify opportunities for process improvement
• Contributes to the success of the organization by helping others accomplish job results; learning new skills needed by the team; finding new ways to help the team.

TECHNICAL BACKGROUND

• Bachelor’s or Master’s in Computer Sciences/IT

WORK EXPERIENCE

• 5+ years of relevant experience in Application Support, solution implementation (preferably ERP), technical software support, quality assurance testing, reporting services, and project management preferred
• Experience in a customer support role
• MS SQL, Python, JSON, and HTML coding

Role Requirement:

• Effective probing skills to elicit customer information
• Assure quality of service is delivered within the expected SLA and KPI
• Strong problem-solving skills
• Contribute to the overall performance and success of the service
• Team up with other departments for problem and incident resolution
• Incident tracking & resolution
• Act as a team player, actively share knowledge across the team

Willingness to be on-call (emergency situations) including nights and weekends.

EPF and Medical Insurance