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Application Support Analyst
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Application Support Analyst | Jira | SQL
đ Hybrid working, based Leeds or Bradford
đĄ Important: This is a pure application support role, you won't be dealing with hardware or general IT infrastructure troubleshooting.
đ MondayâFriday, with flexible rota coverage between 8amâ6pm.
Salary: To ÂŁ30,000
Weâre looking for a Application Support Analyst to join a growing SaaS environment, providing 1st Line application support to external customers and businesses.
This is a customer-facing application support role where youâll troubleshoot issues, manage tickets, guide users and work closely with Engineering, Product, Account Management and IT Service Delivery to get problems resolved.
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What youâll be doing:
- Act as the first point of contact for customers
- Triage, log and diagnose application issues
- Manage tickets through Jira Service Management
- Provide customers with product, usability and troubleshooting guidance
- Escalate more complex issues to Engineering/Product teams
- Create and maintain knowledge base and user documentation
- Work to SLA and KPI targets
- Help improve support processes and the overall customer experience
What weâre looking for:
- 2+ yearsâ experience in application support or technical customer support
- Strong customer service and communication skills
- A methodical approach to troubleshooting and problem solving
- Experience with Jira Service Management would be advantageous
- Knowledge/exposure to SQL and databases, ideally within a SaaS environment
- ITIL knowledge or experience would be beneficial
- Comfortable working independently in a hybrid environment
- Excellent attention to detail and ownership of customer issues
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If you're an application support professional who enjoys solving problems, working directly with customers and getting to the root of issues, this could be a great opportunity.
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