Junior Application Support Analyst

Responsibilities
• Evaluate user issues, complaints, and requests through various channels such as live chat, phone, and email.
• Work with cross-functional teams from different vendors and departments to assess problems and align on the functional impact on the organization’s operations.
• Actively troubleshoot issues as they arise, supporting brainstorming sessions with client stakeholders and vendors to evaluate and identify technical solutions.
• Support client management in making informed decisions on how to handle problems, incidents, and requests.
• Communicate incidents or requests to colleagues and other teams.
• Escalate tickets to higher-level support for additional guidance when an incident or request is complex.
• Maintain records of issues, incidents, requests, and corresponding post-incident analysis reports, workarounds, and implemented fixes.
• Maintain and update technical and user manuals, support scripts, and procedures.
• Manage support ticketing systems.
• Appropriately report all activities carried out.

Skills
• Excellent verbal and written communication skills.
• Ability to translate complex ideas for non-technical stakeholders.
• Fluency in English.
• Experience working collaboratively in international environments.
• Leadership.
• Ability to learn and understand IT management software.
• Ability to diagnose and resolve application issues.
• Flexibility, attention to detail, and a willingness to go the extra mile.
• Ability to multitask effectively.
• Patience, understanding, and empathy.
• Critical thinking, diagnostic, and problem-solving skills.