Application Support Analyst

Our client is a rapidly growing, automation-led service provider specializing in IT, business process outsourcing (BPO), and consulting services. With a strong focus on digital transformation, cloud solutions, and AI-driven automation, they help businesses optimize operations and enhance customer experiences. Backed by a global workforce of over 32,000 employees, our client fosters a culture of innovation, collaboration, and continuous learning, making it an exciting environment for professionals looking to advance their careers.

Committed to excellence, our client serves 31 Fortune 500 companies across industries such as financial services, healthcare, and manufacturing. Their approach is driven by the Automate Everything, Cloudify Everything, and Transform Customer Experiences strategy, ensuring they stay ahead in an evolving digital landscape. 

As a company that values growth and professional development, our client offers global career opportunities, a dynamic work environment, and exposure to high-impact projects. With 54 offices worldwide and a presence in 39 delivery centers across 28 countries, employees benefit from an international network of expertise and innovation. Their commitment to a 'customer success, first and always' philosophy ensures a rewarding and forward-thinking workplace for driven professionals.

We are currently searching for a Application Support Analyst:

Responsibilities:

• Handle Level 1 Analysis for incoming issues and incidents from the service desk.
• Triage incidents and ensure adherence to established Service Level Agreements (SLAs).
• Investigate issues, find the root cause, and prepare clear and correct bug reports for the development team.
• Communicate daily with the Development team, IT Support, Products team, and QA team.
• Act as a primary point of communication with the client, product management team, and other external parties in the ecosystem.
• Create and maintain comprehensive documentation (e.g., how-to articles, troubleshooting guides, user guides) for the existing knowledge base.
• Manage multiple tasks effectively, prioritizing and adapting to changing demands.

Requirements:

• 5+ years of relevant experience as a Support Analyst, demonstrating a Senior-level contribution.
• Strong communication skills, both written and verbal, for effective stakeholder and client engagement.
• Proven ability to successfully troubleshoot, narrow down issues, and identify root causes, finding creative solutions to address customer concerns.
• Experience working with Excel.
• Ability to work independently and be self-sufficient in managing workload and investigations.

Desired:

• Familiarity with finance concepts and financial models.

Languages

• Advanced Oral English.
• Native Spanish.

Note:

• Fully remote.

If you meet these qualifications and are pursuing new challenges, start your application on our website to join an award-winning employer. Explore all our job openings | Sequoia Career’s Page: https://www.sequoia-connect.com/careers/

Requirements:

• 5+ years of relevant experience as a Support Analyst, demonstrating a Senior-level contribution.
• Strong communication skills, both written and verbal, for effective stakeholder and client engagement.
• Proven ability to successfully troubleshoot, narrow down issues, and identify root causes, finding creative solutions to address customer concerns.
• Experience working with Excel.
• Ability to work independently and be self-sufficient in managing workload and investigations.