Application Support Analyst

The role

As an Application Software Support Analyst, you will join a dedicated team of customer support professionals responsible for the initial review, troubleshooting, and testing of all customer software support requests. This support role requires providing critical, real-time analysis and problem-solving solutions to our software customers by asking relevant questions and retracing the steps and processes the customer utilizes to identify the potential cause of their reported problem.

Team members must be comfortable working in a dynamic environment, with customers in multiple geographies, and be willing to adjust schedules to meet the customer’s needs.

Your mission

• Provide support to external customers via phone, email, and the Amtech ticketing system.
• Document, research, track, and resolve customer software (Imaginera/EnCore) issues in a timely manner.
• Work closely with engineering, sales, and network services to drive prompt resolution of issues.
• Monitor the progress of software enhancements as they move through the AGILE process.
• Deliver an exceptional client experience by identifying and documenting client needs and issues, answering incoming inquiries, effectively applying problem-solving techniques, educating clients, and following cases through to their successful resolution.
• Troubleshoot an ever-changing variety of complex issues that require out-of-the-box thinking.
• Collaborate with all support, QA, and development to resolve product issues.
• Advocate for our customers and represent the Voice of the Customer to internal stakeholders.
• Document all customer interactions in applicable systems according to current policies.
• Respond to customers’ inquiries by gathering information and providing the best solution or appropriate next steps.
• Educate customers on best practices to get the most value from software features or additional services.
• Follow up with customers, users, developers, and other departments to ensure logged problems are being resolved.

Your advantages

As a true member of a human-scale team in LATAM, you’ll benefit from…

• Working with multicultural teams in France, the US, and LATAM
• Working directly with decision-makers

Your profile

• Bachelor’s degree or equivalent work experience.
• Experience supporting enterprise application software.
• Previous experience in customer service, technical support experience preferred.
• Experience using help desk ticketing software.
• Querying tools such as SQL Server Management Studio.
• Report Writing a plus Experience using Microsoft Office tools.
• Windows Operating Systems.
• Advanced English level.
• Ability to travel.