Application Support Analyst

at  Huboo

The Application Support Analyst role is a vital position within the organisation, providing on-demand support to clients and internal stakeholders for all aspects of Huboo’s suite of internal and 3rd party software applications.

WHAT WE DO AT HUBOO:

Huboo is an eCommerce fulfilment partner using great people and smart technology to enable businesses to grow.
We came to market because we could see an opportunity to do things differently. Our unique hub model creates service-led micro warehouses, putting people at the heart of an industry not known for it. For our clients that means higher quality service, and a human approach supported by flexible, end-to-end technology.
We enable start-ups and SMEs to outsource the complications of fulfilment, effortlessly integrating with the world’s most popular sales channels and marketplaces.
For large and enterprise businesses, our tailored solutions adapt to the speed and scale modern business demands, driving efficiency and growth.
From our technology, to our warehouses, to our people, we help your business grow in the right way.

• Day to day management of both customer and internal stakeholder application support requests
• Ensuring as part of the team that 100% of of customer-generated tickets are responded to and resolved in adherence with Support Desk team SLAs
• Highlight, investigate and understand (or propose) draft resolutions for all identifiable system deficiencies and inadequacies raised to/identified by the Support Desk team
• Assisting the Application Support Manager in managing all support requests and system improvement recommendations/feature requests from concept to completion, ensuring all clients/internal stakeholders with vested interests are updated in line with progress
• Liaising with the Application Support Manager to ensure that requests are validated, approved and appropriately detailed
• Interacting with relevant Heads of Departments and colleagues within the Product & Technology department to ensure feature requests and bug reports are clearly understood and proposed solutions are fit for purpose
• Support all specialists within the Support Desk team with their respective areas of expertise (e.g. Channels/Billing/WMS)
• Actively participate in skill-sharing amongst the team and wider company to improve customer experience and operational efficiency
• Assist with the production and publication (internal and external) of user documentation and internal stakeholder training documentation to support the efficient use of core company applications