Application Support Analyst

JOB DESCRIPTION

JOB TITLE: Application Support Analyst

EMPLOYER: Hilton Software

SUMMARY: Mobile Application Support Analysts will receive customer complaints and inquiries through a variety of channels, including email, phone and live chat. In addition to making sure that each individual complaint is properly dealt with, Application Support Analysts also need to assess customer problems as a whole so that particular areas of concern can be identified. The position requires some technical skills as it requires supporting clients on our current mobile/tablet apps and assisting with fixing technical issues with the app as well as reporting any bugs to the developers and/or QA team.

Beyond solving problems which have already arisen, Application Support Analysts must also come up with plans designed to help avoid problems in the first place. This involves regularly evaluating the current state of the application, identifying aspects which could be improved and recommend changes in order to facilitate those improvements.

DUTIES AND RESPONSIBILITIES:

• Documents and responds to customer requests and questions regarding software
• Answers questions or resolves issues. Assists in resolving related problems, Proactively Problem Solve
• Independently resolves most problems/questions that arise and consults with senior developers, management or other technical staff on difficult issues.
• Keep Records: Application Support Analysts need to take long-term positive changes into consideration as well as short-term problem-solving. To lay the groundwork for those changes to take place, they will be required to keep detailed records of the application’s performance and shortcomings for senior-level staff to review and analyze.
• Provide On-Call support (as needed)
• Monitors individual performance objectives, meets standards, and assures customer satisfaction goals are met.
• Continuously monitors department processes and recommends to management new and innovative ideas for improvement.

QUALIFICATION/SKILLS:

• Bachelor’s Degree-preferred
• Working knowledge of the software’s/applications used by company, setup/configuration, and missions of each.
• Mobile Applications support a plus
• High level of patience, empathy, and courtesy.
• Good analytical and problem-solving skills.
• Able to resolve mechanical/technical problems over the phone with emphasis on troubleshooting ability.
• Able to identify and communicate trends and work with Senior department team members to define corrective action.
• Excellent written and verbal communication skills
• Proficient in MS Office
• Strong attention to detail
• Skilled at prioritizing and multi-tasking

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Application Support: 1 year (Preferred)

Language:

• English (Required)

Work Location:

• One location

Company's website:

• hiltonsoftware.com

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

Work Remotely:

• No

COVID-19 Precaution(s):

• Remote interview process
• Temperature screenings
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place