Application Support Analyst

Descrição da empresa

IT and Telecom Consulting based in Lisbon.

Atividades e Responsabilidades

The client HQ is in the USA, in Time zone US CST time zone. the candidate can be anywhere, but the worktime needs to be coincident in 3H with HQ.

REMOTE JOB

The primary goal of the Application Support Analyst is to offer the highest level of customer care services and support available to develop a high level of customer satisfaction. The Application Support Analyst must be able dig deep into complex issues and work quickly under pressure to produce correct actions. This resource gains first-hand experience in how customers utilize our products in live deployments, as well as unique insights into the customers’ overall billing operations.

Responsibilities
• Gain a comprehensive understanding of customer-deployed products, including their core operational functionality
• Handle customer escalations from customer support to investigate and troubleshoot challenging product issues such as product interoperability with the customer operations
• Communicate effectively with customer support to ensure that the proper analysis and investigation materials for the escalated issue are diligently compiled
• Isolate issues and work with product teams on root cause analysis and resolution
• Identify viable workarounds, if applicable, for high-priority issues affecting customer service
• Identify root causes and implement urgent fixes for field-impacting product issues

Requisitos

Qualifications:
• 3+ years of experience in a similar role
• Solid SQL, shell scripting, and XML skills
• Solid business analysis, database, and OS skills with good documentation skills
• Ability to read, troubleshoot and debug code
• Demonstrable technical problem-solving and troubleshooting skills
• Windows technology skills helpful but not required
• BS or MS in Computer Science or equivalent work experience

Additional notes
• 5+ years of experience in a similar support role
• Demonstrable analytical and technical problem-solving and troubleshooting skills
• 2+ years of experience with SQL Server and Oracle within a Windows server environment on enterprise level applications
• Working knowledge of designing, writing, and debugging SQL statements a MUST
• Excellent understanding of database table structures
• Command of the English language – verbal and written communication
• Ability to prioritize and manage time efficiently
• Notice problems from a systemic perspective
• Recognizes when action needs to be taken and does so without direction knowledge of other billing platforms a plus
C1 English level