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As an Application Support Analyst you will support clients using our software application, you will interact with staff to resolve general software and hardware issues and you will utilise new technologies to improve business processes. Proven technical skills in SQL are essential. Previous experience working in a SaaS environment is desirable.

Your contribution to something big

  • Maintain a detailed understanding of the product technically and functionally and make recommendations for product enhancements
  • Manage, investigate, resolve and/or escalate, pre- and post-implementation, issues via our ticketing systems
  • Involvement in all stages of the delivery cycle: from research to development, working closely with the developers and business analysts
  • Carrying out business process reviews with clients to ensure that existing processes are still relevant and that where change is required it is managed effectively to deliver improvements to business efficiency without upsetting the status quo
  • Thoroughly document product and process inconsistencies/issues/ software concerns for follow-up and/or resolution by the development team
  • Providing first and second line support including ad-hoc training to clients via email and remote sessions

Our ideal teammate has experience with/knowledge in

  • Likely to have 1-2 years’ experience in a similar role
  • Excellent written and oral communication in English
  • Basic knowledge of SQL Databases, Network troubleshooting, Support of Windows 10, and MacOS based systems

You will get brownie points for

  • Basic understanding of APIs and REST based Web Services, PL/SQL, Shell Scripting, Jira, Confluence, Office 365 Administration
  • An IT related degree qualification
  • An understanding of premium finance is an advantage

Your personality

  • Excellent communication skills, both verbally and written, are essential
  • Willingness to serve clients and be empathetic to their needs
  • High attention to detail and a keen emphasis on accuracy
  • Ability to work to deadlines, along with the flexibility to manage changing priorities and the ability to multi-task
  • Proven ability to sustain high level of performance under pressure and remain focused
  • Ability to self-motivate, self-manage and work both autonomously and as part of a team

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