JD

You will provide technical support and service focused on troubleshooting errors and problem-solving client system performance and functionality. This includes mitigating customer impact of issues, initiating action to determine root cause, and implementing problem resolution.

About the Role

In this opportunity as Application Support Analyst, you will:

• Provide application and technical support to Legal Platform customers across the entire product range.
• Liaise with customer personnel and internal development teams to troubleshoot software, or system configuration issues, and identify and provide solutions to decrease resolution times.
• Provide exceptional customer support experience, by effective documentation of customer issues and updating customers on a regular basis.
• In addition to customer support responsibilities, you will also have the opportunity to play an integral part within the implementation and configuration process for new customers, participate in projects and broader initiatives to support the organization.
• Must be a self-starter who loves to learn, share information, participate in training projects, and obtain certification and be a Product Champion for the team.
• Participate as part of the global emergency support weekend rotation for escalated issues and supporting customer migrations.
• Identify process improvement needs, recommend solutions, and implement changes needed to grow the teams
• Collaborate with team members and other technical teams to quickly identify issues and resolve to the customer's satisfaction.
• Provide support to your team by giving technical guidance to less experienced analysts, assist with production of technical documentation and manage cases of other team members.

About You

You're a fit for the role of Application Support Analyst if your background includes:

• 3-4 Years of previous experience in similar support engineer or analyst role at an enterprise software vendor, or with an end user of enterprise software.
• Knowledge of different web browser behaviours and known issues.
• Experience using Salesforce, ADO, or similar helpdesk ticketing systems.
• Knowledge of the software development cycle and experience of working alongside development teams.
• Works well in a team environment, embraces change and is highly adaptable.
• Exceptional technical troubleshooting/analytic skills
• Exemplary communication skills in English, both written and verbal, and will be able to communicate effectively and professionally at all business levels.
• Good understanding of browser, plugin and computer settings that can affect web applications.
• Ability to prepare and run SQL queries.
• Document Automation experience is a plus!