Full-Time Junior Application Support Analyst

Responsibilities:

• Evaluate user issues, complaints, and requests through various channels.
• Work with cross-functional teams to assess problems and align on functional impact.
• Actively troubleshoot issues, supporting brainstorming sessions to identify technical solutions.
• Support client management in making informed decisions on handling problems, incidents, and requests.
• Communicate incidents or requests to colleagues and other teams.
• Escalate tickets to higher-level support for additional guidance.
• Maintain records of issues, incidents, requests, and corresponding post-incident analysis reports.
• 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.
• Fluency in English.
• Experience working collaboratively in international environments.
• Ability to learn and understand IT management software.
• Ability to diagnose and resolve application issues.
• Flexibility, attention to detail, and a willingness to go the extra mile.
• Ability to multitask effectively.
• Patience, understanding, and empathy.
• 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).
• Understanding of key business concepts and processes.
• Experience supporting eCommerce solutions (experience with Adobe Magento is a plus).
• Familiarity with ALM (Application Lifecycle Management) concepts.
• Experience supporting applications and related technologies/environments.
• Experience with SQL, KPIs, and dashboards.
• Knowledge of popular programming languages like Java, JScript, .Net, and HTML is a plus.

Additional Information:

• 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.

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