About this role
The team is a growing SaaS company focused on IT Asset Management (ITAM) and IT Service Management (ITSM), helping over 1,600 organizations across 60 countries streamline their IT operations and service delivery. To support their continuous growth, they are looking for a Senior Application Support Analyst to join their team. This is a client-facing role focused on helping partners and customers maximize the value of the platform by solving complex functional and technical challenges.
Key Responsibilities:
- Provide expert application support to clients, addressing inquiries and resolving issues in a timely manner.
- Collaborate with cross-functional teams to troubleshoot and resolve technical challenges.
- Analyze customer feedback and usage data to identify areas for improvement.
- Develop and maintain documentation related to application functionality and support processes.
- Train and mentor junior support staff to enhance team capabilities.
Required Skills & Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5-8 years of experience in application support or a similar role within a SaaS environment.
- Strong understanding of ITAM and ITSM principles.
- Proficiency in troubleshooting technical issues and providing effective solutions.
- Excellent communication skills, with a focus on client interaction and relationship building.
- Familiarity with support ticketing systems and customer relationship management tools.
What we offer:
- Opportunity to work in a dynamic and innovative environment.
- Professional development and career growth opportunities.
- Collaborative team culture with a focus on employee well-being.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.