Application Support Analyst

About The Role

In this opportunity as Application Support Analyst, you will:

Provide application and technical support to Legal Platform customers across the entire product range.
Liaise with customer personnel and internal development teams to troubleshoot software, or system configuration issues, and identify and provide solutions.
Provide exceptional customer support experience, by effective documentation of customer issues and updating customers on a regular basis.
In addition to customer support responsibilities, you will also have the opportunity to play an integral part within the implementation and configuration process for new customers.
Must be a self-starter who loves to learn, share information, and be a Product Champion for the team.
Participate as part of the global emergency support weekend rota for escalated issues and supporting customer migrations.
Identify process improvement needs, recommend solutions, and implement changes needed to grow the teams HighQ/Contract Express/West KM
Collaborate with other technical teams to quickly identify issues and resolve to the customer's satisfaction.

About You

You're a fit for the role of Application Support Analyst if your background includes:

3-4 Years of previous experience in similar support engineer or analyst role at an enterprise software vendor, or with an end user of enterprise software.
Knowledge of different web browser behaviors and known issues.
Experience using Salesforce, ADO, or similar helpdesk ticketing systems.
Knowledge of the software development cycle and experience of working alongside development teams.
Works well in a team environment, embraces change and is highly adaptable.
Exceptional technical troubleshooting/analytic skills
Exemplary communication skills in English, both written and verbal, and will be able to communicate effectively and professionally at all business levels.
Good understanding of browser, plugin and computer settings that can affect web applications.
Ability to prepare and run SQL queries.
Working knowledge of HTML or Javascript.