Current Openings

Description:
Reporting to the VP of Customer Service, the Senior Application Support Analyst's role is to provide in-depth 2nd line support to external customers and more junior members of the team. (A more junior position also available). An important part of the role is the creation of good friendly working relationships with customers in your region, which could potentially involve site visits and will involve telephone call reviews.

Requirement:
Duties & Responsibilities:</br> - Managing regional company Maintenance & Support accounts building good customer relationships.</br> - Taking customers support calls and accurately logging and profiling them.</br> - Working with the customer to reproduce issues.</br> - Providing additional help to the Alemba Service Desk team to resolve customer issues as quickly and thoroughly as possible </br> - Researching issues and interrogating support materials to provide solutions.</br> - Logging bugs and Major Incidents with 3rd line support, and managing customer expectations.</br> - Performing customer call backs, and monitoring calls through to resolution.</br> - Actively managing customer satisfaction and providing timely updates on call progress.</br> - Providing advice and guidance on how best to configure the system to meet the customer's requirements.</br> - Planning and implementation of system upgrades between rolling patch versions.</br> - Attending User Group meetings and industry exhibitions where necessary.</br> - Giving 'Expert' advice on aspects of Service Management / ITIL best practices, to assist other Alemba teams and products </br></br> Qualifications/ Experience:</br> - Advanced knowledge of Service Desk Software, or advanced technical knowledge.</br> - Experience in a Service Desk or Application Support role.</br> - Excellent written and verbal communication skills.</br> - Strong problem solving and multi-tasking skills.</br> - Excellent customer care skills.</br> - Exposure to one or all of the following: </br> JavaScript, SQL, HTML, CSS, .Net </br></br> Lower level position is available for someone with less experience. Lower level position would also include these among other requirements:</br> - Willingness to work on a 24/7 support shift plan to support our global customer base</br> - Perform occasional customer site visits as required</br> - Experience of logging product/development issues in ITIL/ ITSM systems is required </br></br> Personal & Professional Qualities:</br> - Work Skills and Habits: - A high energy individual who is able to simultaneously manage multiple support activities and has the ability to work independently with minimal supervision.</br> - Attention to Detail: - Ability to undertake detailed support activities with accuracy and reliability.</br> - Communication skills: - Ability to effectively communicate ideas and concepts to other team members including Customer, Partner and Alemba representatives.</br> - Team Work: Ability to interface and work cooperatively with teammates, customers and third party service providers.</br> - Leadership Skills: Ability to lead/direct team activities which may include external suppliers for the Senior position.</br> - Carrying out of duties as specified above.</br> - Attendance & punctuality. </br></br> Compensation: 65K for the Sr. Application Support Analyst, 55K for the more Junior role. </br></br> To apply for this position please submit an MS Word doc of your resume and put in the subject "Job ID # 1835".