Application Support Analyst

I am on the search for a talented and passionate individual to fulfill the role of Application Support Analyst who can speak French and English fluently at business level for my highly successful international client. You will be an integral part of the Client Support team, providing expert application support to clients across Europe and the UK. Your primary responsibilities will include troubleshooting and resolving complex technical issues, ensuring the smooth operation of support functions, and assisting the Application Support Manager in maintaining the efficiency of the support team and ITSM tools.

Key Responsibilities:

1. Technical Support: Offer expert support for our products, including diagnosing and resolving issues, suggesting solutions, and advising on best practices.
2. Issue Resolution: Analyze and address customer issues using your technical expertise and training provided.
3. Customer Interaction: Regularly engage with customers through support calls, manage open tickets, prioritize tasks based on customer impact, and advocate for their needs.
4. Collaboration: Work closely with the Application Support Manager and cross-functional teams to support the release management cycle for customers.
5. Ticket Management: Oversee ticket queues, ensuring proper triage and distribution among the client support team.
6. Team Mentorship: Provide guidance and training to junior team members, fostering their professional development.
7. Escalation Handling: Collaborate with 3rd line engineers to resolve complex technical issues.
8. Product Issues: Communicate product issues to internal development and QA teams, ensuring that defects are properly understood and resolved.
9. Documentation: Develop and maintain technical documentation, including support guides and process documentation.

Qualifications and Experience:

1. Strong commercial experience in application support or related technical roles.
2. Fluency in French and English.
3. Strong technical skills, including experience with enterprise applications, databases, and scripting languages.
4. Excellent problem-solving and analytical abilities, capable of troubleshooting complex issues and implementing effective solutions.
5. Strong communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams and explain technical concepts to non-technical stakeholders.
6. Ability to work independently and manage multiple priorities in a dynamic environment.
7. Exceptional customer service skills to ensure positive user interactions.
8. Proficiency in Microsoft Office (or equivalent software).

This role offers an exciting opportunity to work in a dynamic environment, where you will have the chance to develop your technical skills while making a meaningful impact on customer satisfaction and the overall success of our support team. Apply now for a quick turnaround on your application and to avoid disappointment!

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