Application Software Support Analyst

Application Software Support Analyst

UK Based Role - FULLY REMOTE

£70,000 - £80,000 + Benefits

I am recuiting for a Application Software Support Analyst on behalf of a US based global client who are a leaders in software solutions for the packaging industry.

As a Application Software Support Analyst you will be well versed in supporting enterprise application software, using help desk ticketing software and queryting tools like SQL Server Management Studio and Microsoft Office.

As a Application Software Support Analyst you will provide top-tier technical support for enterprise software applications, with a focus on ensuring customer satisfaction and product excellence. You'll collaborate with engineering, QA, sales, and customer success teams to troubleshoot complex issues and advocate for customer needs.

Application Software Support Analyst Responsibilities:

• Provide timely and professional support to external customers via phone, email, and ticketing system.

• Investigate, document, and resolve software issues and other applications.

• Collaborate with engineering, sales, and network services to expedite issue resolution.

• Deliver a high-quality client experience by effectively identifying issues, educating users, and managing cases from start to finish.

• Troubleshoot a wide range of technical problems requiring innovative and analytical thinking.

• Liaise with internal support, QA, and development teams to resolve product-related issues.

• Serve as a customer advocate, voicing customer feedback to internal stakeholders.

• Accurately document all customer interactions and resolutions in accordance with company policies.

• Guide customers on best practices to maximize software usage and value.

• Ensure follow-up on open issues with developers, users, and relevant departments until resolution.

Application Software Support Analyst Skills

• Experience supporting enterprise software applications.

• Proficiency with help desk ticketing systems and SQL query tools (e.g., SQL Server Management Studio).

• Solid understanding of Windows operating systems; familiarity with macOS is a strong plus.

• Experience with remote support tools (e.g., N-Able, Splashtop, GoToAssist).

• Strong Excel skills, including managing data imports and working with macros.

• Excellent written and verbal communication.

• Advanced troubleshooting and analytical abilities.

• Strong customer service orientation.

• Self-motivated and results-oriented.

• Exceptional time management and organizational skills.

• Report writing experience is a plus.

Qualifications

• Bachelor's degree in a related field or equivalent work experience.

• Prior experience in customer service and technical support roles preferred.

• Industry experience in flexographic printing, corrugated, or folding carton manufacturing is highly desirable.

• Bilingual in English and Spanish is a strong advantage.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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