Senior Support Analyst

Primary Responsibilities:

• Provide Level 1/Level 2 product support for customer issues
• Investigate, resolve, and provide root cause analysis for reported application issues
• Use SQL scripts to create queries and troubleshoot stored procedures
• Use SQL Profiler to identify the root causes of issues
• Communicate timely updates to customers using appropriate incident tracking tools
• Quickly establish rapport and maintain credibility with diverse customer groups
• Coordinate effectively with customers, development teams, and internal support teams
• Work with customers to gather product requirements, analyze and document them before passing to the product management team
• Escalate complex issues to Level II/Level III analysts or development teams
• Follow established guidelines and industry best practices to resolve customer issues

Required Skills/Qualifications:

• 0–2 years of experience in application support
• Willingness to work night shifts
• Strong written and oral communication skills
• Good documentation skills and ability to communicate professionally with customers
• Fluency in written and spoken English