Application Customer Support Analyst

Application Customer Support Analyst

Skills: ITIL, Unix, Linux, Java-based Applications Support, Customer Support, Software Application Support

Summary:

We are currently recruiting for an Application Customer Support Analyst to join the Atlanta Support Team. The Global Support Team are responsible for responding to customer tickets, managing customer issues and assisting with their resolution.

The key to success in this role is providing an excellent customer experience by proactively managing all support issues (tickets, platform alerts, project tasks, etc). We pride ourselves with excellent customer communication at all times.

Responsibilities:

  • Ownership of the Support Ticket Queue, i.e. Severity 1 – Severity 4 Support issuep>
  • Responsible for all customer and internal communications on Customer Production support issues.
  • Reviewing the support call queue ensuring issues are assigned within SLA and all necessary follow up actions on your assigned issues are completed.
  • Dealing with requests for information and logging files from various teams, including the generating and formatting of reports (incident, monitoring etc.)
  • Responding to systems alerts – troubleshooting of systems alerts and escalation if alert cannot be resolvep>
  • Set and deliver on customers' expectations.

Qualifications:

  • 3+ year' s proven customer support experience supporting enterprise applications in a high availability environment.
  • 2-3+ years' experience in commissioning, configuring and administering Linux based platforms which can include features such as Apache, Tomcat, JMS, Squid, FTP, etc.
  • ANY experience using Linux based scripting technologies such as Bash, Perl, Python, etc. would be a HUGE plus!
  • ANY knowledge of key operations and support processes (e.g. key ITIL processes) such as Incident Management, Problem Management, would be a benefit.
  • Ability to multi task and delegate in dynamic fast paced environment.
  • Experience communicating with customers on a daily basis.

Benefits:

Competitive Salary, Generous Company Bonus, Full Benefits including: Medical, Dental, Vision, Life, etc., Generous Vacation Policy, Employee Assistance Program, AWESOME team environment & FUN company culture, and much more!


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