Application Support Analyst

December 14

Apply Now

Receive Emails with Similar Jobs

Chevin Fleet Solutions

WebsiteLinkedInAll Job Openings

Fleet software • Fleet management software • Enterprise asset management software • Driver management • data analytics

51 - 200 employees

Founded 1993

🚗 Transport

☁️ SaaS

🏢 Enterprise

💰 Debt Financing on 2020-12

Description

• Providing application support for our Fleet Management Solution • Providing support via email and telephone using Zendesk • Taking ownership of incidents and thoroughly investigating by means of replication or background analysis of the incident to provide a solution • Work to SLA targets to ensure that resolutions are in place in a timely manner • Accurately logging all communication via Zendesk • Ensuring that all communication is professional, empathetic and courteous and you are working to continuously ensure the company’s high standards of customer service • Identifying bugs in the system and logging the incidents with detailed replication steps to the development team to correct • Document functionality, useful information and replication steps on the support knowledge base to increase the team’s knowledge of bespoke functionality • Use of Microsoft SQL Management Studio to query table data to extrapolate the cause(s) of issues. • Deploying software on our Azure hosted environment and customers virtual machines

Requirements

• Proven experience in technical customer support and working in an application support role, preferably supporting SaaS products • Strong experience and understanding of how SaaS product work and are architected • Excellent written English language skills with excellent telephone manner • An intermediate to expert knowledge of Microsoft SQL and managing databases • Experience building relationships with clients and deescalating incidents • Able to work under pressure and experience of working in a fast-paced environment • Experience with managing tickets and prioritizing your workload • Application support experience of 2+ years • Must have hunger to learn new skills • Understanding of JavaScript and C# (would be great but not essential) • Experience of ticketing systems like Zendesk (would be great but not essential) • Experience of Microsoft Azure (would be great but not essential) • Experience of working in the SaaS industry (would be great but not essential) • Experience in the Fleet Management industry (would be great but not essential) • Experience using Microsoft Server and IIS (would be great but not essential) • An understanding of APIs, web services and integrations (would be great but not essential)