Application Support Analyst

Application Support AnalystChesterfield + Home working (3 in, 2 at home)Up to 35,000 Your new roleThe Application Technical Support Analyst role involves hands on working in a customer support environment in providing a high level of support to my client''s customers using their software. You will provide support via Zoho Desk and remote access with the occasional need for phone support. You will be able to resolve typical IT usage problems and online purchasing and payment problems.You will work as part of a global team and have the first line responsibility for their EU customers. The other support team members are based in the US and Sydney, Australia.The Application Technical Support Analyst is responsible for the reduction and clearance of tickets. This requires analysing, managing and resolve various defect, improvement and issue requests submitted from customers, and submit these to the software developers for inclusion in a future release of the software if unable to be resolved. ResponsibilitiesProvides application support via Zoho Desk, remote access to customers, including the logging and follow-up of problems which are logged in a database.Develop and manage the support help websites when required, through the development of more automated features and facilities (such as searchable database and customer forums).Carrying out administration duties related to database of existing customer problems.Ensuring that client systems are fully operational, and any loss of ..... full job details .....