Senior Application Support Analyst

at  Solifi

ABOUT YOU

5 years previous experience working directly with customers in a B2B Application Support role. ITIL V3 Qualification and/or experience (desirable but not essential). Excellent communications skills (both written and verbal). Ability to work independently to achieve desired outcomes. Experience in finance or banking industry (desirable but not essential). Willingness to work outside of normal business hours when required. Additionally, we are looking for a customer and community-minded professional who embodies the following traits: Communicator – Facilitates a meaningful dialogue in any form (Verbal, Written, Non-verbal) between the people who make our product CALMS and those that use it. Analytical Thinker - Critically examines technical and non-technical issues and devises a solution to a problem – be it a process improvement, workaround, or touching base with people in order to create a satisfactory solution. Relationships - Encompasses the Corporate customer and Internal teams as equal partners, considering themselves as an extension of their team, treating their problems as their own and provides a level of service that they would expect themselves. Compassionate – Desires to passionately promote a positive, optimistic collaborative, empathetic and creative approach to the core competencies of the role which involves: People Problems Products Procedures Processes.

PREFERRED EXPERIENCE LEVEL

5 years

PREFERRED EDUCATION LEVEL

Vocational

Lead with empathy and ultimately solve customer incidents using effective research and troubleshooting techniques.
Promptly escalate incidents to internal teams (SaaS Operations, L2 Support) where additional knowledge or expertise is required.
For a designated but limited set of customers accounts, act as an advocate within Solifi Support and be the first point of escalation for any Support or service related matters.
Prepare and deliver service review packs to customers on a monthly basis, and facilitate adhoc meetings to provide updates on incident progress.
By working with the Application Support and Engineering Support managers within the region, ensure customers tickets are kept up-to-date, and provide timely and meaningful updates to customers to avoid escalations.
Participate in the Support ‘on-call’ rota to ensure any sev-1 and sev-2 customer incidents raised outside of normal business hours are responded to.