Full-Time Junior Application Support Analyst

Responsibilities

• Evaluate user issues, complaints, and requests through various channels such as live chat, phone, and email.
• Work with cross-functional teams to assess problems and align on the functional impact on the organization’s operations.
• Actively troubleshoot issues, supporting brainstorming sessions with client stakeholders and vendors to evaluate and identify technical solutions.
• Support client management in making informed decisions on how to handle problems, incidents, and requests.
• Communicate incidents or requests to colleagues and other teams.
• Escalate tickets to higher-level support for additional guidance when an incident or request is complex.
• Maintain records of issues, incidents, requests, and corresponding post-incident analysis reports, workarounds, and implemented fixes.
• Maintain and update technical and user manuals, support scripts, and procedures.
• Manage support ticketing systems.
• Report all activities carried out.

Skills

• Excellent verbal and written communication skills.
• Ability to translate complex ideas for non-technical stakeholders.
• Ability to learn and understand IT management software.
• Ability to diagnose and resolve application issues.
• Critical thinking, diagnostic, and problem-solving skills.
• Previous experience in Technical or User Support.
• Educational background in IT or Information Systems.
• Familiarity with Agile methodologies and IT service operations (ITIL certification is a plus).
• Experience supporting eCommerce solutions (experience with Adobe Magento is a plus).
• Experience supporting applications and related technologies/environments: APIs and microservices architecture, Web servers, application containers, caching technologies, Relational databases (SQL, procedures, data modeling), Software coding and scripting.

Work routine aligned with U.S. business hours and holidays. Required to work in shifts with other team members to support a 12/7 on-call support model (the remaining 12/7 hours are handled by our offshore team in India). The on-call rotation occurs once a month for one week.

Depending on the request or severity of the incident, you may be asked to work on tickets outside of regular business hours.

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