Technical Support Application Analyst (Remote 24/7)

• Customer support experience
• Client-focused with ability to understand expectations
• Experience supporting clients as primary contact or lead via phone and email
• Experience troubleshooting complex issues
• SQL and Windows platform experience
• Willingness to travel 10% of the time
• Commitment to learn and develop technical product, SQL, network, and server knowledge

• Use SQL applications and tools to run basic SQL queries
• Respond to client questions, problems, and work requests on a daily basis
• Develop an expertise in company products and services and share this knowledge with customers
• Partner with senior team members to troubleshoot and resolve customer incidents
• Perform Application Analyst position responsibilities

Policy and Procedure Skills:

• Follow procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets
• Monitor assigned open tickets, contact customers, and update tickets timely
• Provide responsive support during scheduled shifts including early/late shifts and on-call as required
• Complete all daily tasks and projects
• Track time daily

Expectations of the Role:

• Provide excellent customer service using designated communication methods
• Work rotational shifts including nights, weekends, and public holidays
• Learn new skills such as SQL applications and tools
• Meet customer service tech support metrics
• Demonstrate core company values consistently

• Work hours based on rotational shifts including nights, weekends, and public holidays
• Shifts rotate or change according to a set schedule published in advance