Application Support Analyst

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 Requirements 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 . Shell Scrpting • 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