Support Analyst

Vacancy NameSupport Analyst

Vacancy ReferenceVN2420

Location CountryUnited States

Location CityJacksonville

DescriptionSupport Analyst

Based in Jacksonville Office

Global Financial Software Company seeks a Junior Application Support Analyst with strong customer service skills to provide application support to our rapidly growing International Banking / Asset Management customer base. This is a full time position with a leading reconciliation / corporate actions software firm locally based out of Jacksonville. Position requires little to no travel, offers excellent growth potential, and is a good opportunity to learn financial back office knowledge.

Applicants should possess the majority of the listed skill requirements. Must have an excellent technical background, good work ethic, and strong communication skills.

Job Responsibilities

• Provide high quality customer support, by interpreting customer queries and problems, gathering information to investigate via phone or remote modem access, debug, replicate, test, document results, writing and changing documentation when required.
• Ensure all support issues are fully logged and documented on a problem management system, and ensure that all issues are fully managed, including regular customer updates. Analyst must ensure that all issues assigned are fully managed without exception.
• Required to fully document all calls to support standards, and investigate through to successful resolution a high level of complex support calls, and ensure customer satisfaction is achieved and maximised at all times.
• May be required to attend customer sites occasionally, as and when required. Therefore must have good customer-facing communication skills, and have excellent telephone manner.
• Proactively contribute to the overall support process, by suggesting & executing new process efficiencies, documenting common support issues and workarounds to a customer level, to minimise number of future support calls received.
• Provide material and input into the global Support Intranet site, and the Customer Zone on the company product website, to enable analysts and customers alike to remain fully informed of the latest product developments and issues.
• Review and sign off support acceptance of new product releases, applications and solutions, performing installation and new functionality review required.

Key Skills

Desirable Skills

Qualifications

Experience

Employment TypePermanent

Benefits

Equality StatementSmartStream is an equal opportunities employer. We are committed to promoting equality of opportunity and following practices which are free from unfair and unlawful discrimination.