Application Support Analyst

Application Support Analyst, Software, Accountancy Software, Andover, Hampshire to £30,000 (Hybrid) This is a great role for an Application Support Analyst to join an exciting Software company and to be part of their growth journey. The Application Support Analyst plays a key role in delivering high-quality support to customers using their products. The role covers triaging and managing customer enquiries, troubleshooting and resolving issues, creating detailed bug reports and assisting with software testing. It also contributes to the development of self-service resources and processes and builds subject matter expertise in the TASS Finance product software solution. KEY RESPONSIBILITIES Customer Support Provide support to customers via the service desk system, email and phone. Respond promptly to customer enquiries and issues. Offer clear and concise guidance on product features and functionality. Ensure a high level of customer satisfaction through professional, courteous communication. Apply strong product knowledge to assist customers effectively. Triage and Case Management Triage and manage customer enquiries and issues, recording activity on each case through the service desk system. Assess the nature and urgency of customer issues. Prioritise and categorise enquiries for efficient resolution. Maintain detailed and accurate records of all interactions and actions taken. Manage enquiries efficiently to ensure successful customer outcomes and optimal user ..... full job details .....