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SaaS / Software - Application Support

Posted 14 February by Nesta Consulting Ltd Ended

This SaaS firm places a premium on meeting customers' high expectations of the company products.

Basic salary circa £35k, 7% Pension, 25 Holiday, 1 week chari etc. London, City. Liverpool Street.

The Application Support Team plays a key role in the post implementation process, as well as in the longer term customer experience.

They are looking for a skilled Application Support Analyst, to work with a major customer, in support of the software products

  • working within a team environment, the analyst will be responsible for investigating and resolving application and systems issues
  • escalating these to the development team as required
  • interrogating SQL queries - enhancing proficiency in product information management systems
  • communicating effectively, in a compelling manner to customers and internal teams
  • developing an understanding of the customer’s business and operational environment
  • enhancing product knowledge to support both business and technical understanding
  • manage time optimally to ensure service level agreement is met
  • collaborate with internal team members to enhance the efficiency and professionalism of the support function

The following skills and experience are sought:

  • a formal tertiary qualification, preferably a completed degree in computer science, business information systems or similar
  • experience within a customer-facing software ticketing support role
  • ability to simplify and resolve a variety of software issues, business process focused to more technical database issues
  • affinity for working with complex software products (SaaS Sectors)
  • process and delivery driven: ability to prioritise and resolve issues to high standards and within optimal time-lines
  • confidence to seek support of peers and management as required
  • technical focus: MS technologies, Windows, SQL Scripts/Queries, Windows Server 2008+, Active Directory

Some of the Skills Required:

SQL Scripting/Queries

Web applications support

customer relationship management skills

product and business insight

Reference: 33619730

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