Application Support Analyst (New York)



The Application Support Analyst provides our customers with proactive and efficient support service in the resolution of customer support tickets for our software systems.


In order to carry out their tasks, an Application Support Analyst requires:

  • Strong communication, customer support and reporting skills
  • Project management experience
  • Strong operational and administrative skills
  • Strong business acumen
  • Technical understanding (SQL, MVC)
  • Hands-on development experience

General Responsibilities:

  • Demonstrate the highest standards of customer care by effective communication, reporting, and handling of all customer issues or dealings with the Support Team
  • Support customers by answering queries regarding our suite of software products verbally and in writing
  • Own customer issues from beginning-to-end resolution
  • Ensure that the customer support processes are followed
  • Manage customer expectations
  • Internal escalation management
  • Determine the nature and the severity of the problem reported
  • Identify the scope and boundaries of the problem
  • Hold regular status report calls with client
  • Interact with development team to determine the release of maintenance releases and emergency patches
  • Identify areas for improvement in the software and processes
  • Keep accurate records of discussion or correspondence with customers

Specific Tasks Include:

  • Develop and maintain trust with clients
  • Hold regular conference calls with clients
  • Plan and coordinate maintenance releases – A release plan includes scheduling and coordinating construction (fixes), testing and installation of the release.
  • Maintain and update customer contact information for off-hours support team, in event of a production down situation
  • Ticket resolution, to meet SLA (Service Level Agreement) standards


Physical and Location Requirements:

  • Ability to work in the New York City office (core hours are Monday through Friday, 9:00 AM to 6:00 PM)
  • Bachelor’s degree required


Compensation and benefits

  • Competitive salary commensurate with experience, plus bonuses
  • Flexible work arrangement possible
  • Benefits include medical, dental, vision, 401k plus match, etc.

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