Application Support Analyst - Temporary Contract

September 22

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Topia

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HR Technology • Global Mobility Management • Expatriate Management • Expatriate Payroll • Scenario Planning

51 - 200

Description

• Manage software issues through technical troubleshooting process including identifying solution for issue and completion of system updates when needed. • Deliver world-class customer service experience for users. • Work closely with existing customers on change requests and projects surrounding change requests when needed. • Serve as a technical escalation point for other support specialists within the organization. • Manage solution gaps and customer expectations as they relate to open issues for live customers. • Follow all internal processes for incident management. • Monitor all open tickets and communicate with team members when applicable. • Ensure responsive support to clients during scheduled hours. • Communicate and collaborate with other departments regarding support issues. • Monitor user metrics and present numbers on an as needed basis. • Meet identified goals and metrics. • Understand customers’ needs and work with the Topia team to advise customers on how to best leverage Topia technology and services to achieve their goals.

Requirements

• Demonstrated experience in a client facing role, preferably at a SaaS company. • Experience troubleshooting and identifying integration issues with other systems. • High proficiency in Microsoft Excel. Ability to write and troubleshoot complex lookup formulas based on multiple criteria and macros/VBA for purposes of creating re-runnable data and Excel format transformations. • Proficiency writing SQL to extract data from databases. • Basic knowledge of MS Visio or other process mapping software. • Experience analyzing business operations and configuring software applications to effectively support these operations. • Experience using relational databases and writing queries to extract data. • Problem-solving and multi-tasking skills, including the ability to prioritize work and independently manage time so that multiple competing priorities are addressed in a timely manner. • Experience learning technical frameworks, systems, applications and concepts. Have a willingness to adopt and support innovative changes in response to changes in technology and in business practices. • Ability to understand and communicate high level technical concepts related to software configuration and platform integration. • Acute attention to detail, pride/ownership of work product. • Demonstrated client empathy; ability to de-escalate tense situations. Customer advocacy. • Excellent communication skills

Benefits

• Generous time off including paid volunteer time, recharge days, and floating holidays • Comprehensive health benefits • Competitive base salary, bonus, and equity packages for all levels • Flexible working arrangements • Opportunities to connect and learn from teammates around the world, including virtual Monday Meetups, Town Halls, and employee-driven programs • Diversity, equity and inclusion initiatives including Fireside Chats, Mutual Mentor program, book clubs, and annual surveys to track progress and gather feedback