Provide user and implementation support to customers, partners or staff to facilitate better operation of the client's products.
Make sure customer support flows smoothly and turnaround time per issue is kept to a minimum
Identify urgent and priority support, and escalate appropriately as/when required
Provide prompt and professional response of user bug or support
Establish and maintain good communication with clients to evaluate reported issues or provide training sessions
Create and record user training videos
Run group or individual training sessions to a high professional level.
Document user documentation, the knowledge Bases, and user help.
Document and time log all work
Log and manage incoming support requests.
Research and identify issues reported by customers, providing training as needed
To communicate clearly and effectively to the developers to gain understanding of the solution to be applied to the support request should it involve development
Install or upgrade systems or fixes as required
Assist with version release testing and documentation
Create video help documentation on all new features of NG with each version release
Report on weekly support statistics and trends

High attention to detail, capable to extract key information from the Customer regarding their reported issues
Strong and effective inter-personal communication skills, both verbal and written, and the ability to interact professionally with a diverse group of clients and staff.
System analysis
User Training and user documentation development.
Detailed understanding of the client's solution, code structure, operations and settings.
Ability to multi-task and stay organized in a dynamic work environment.
Encourage a positive “Can Do” attitude.
Ability to "think outside the box".
Capable of taking ownership of tasks at hand and delivering solutions without management.
Skilled knowledge of computer languages, data structures, logic and flow-charting, computer program design methods and techniques, databases and writing program documentation.
Database design and coding
Ability to learn new programming languages.
Good customer communication with a friendly attitude
Proficient with SQL server, Windows OS and MS Offices

Flexibility in work hours and location, with a focus on managing energy rather than time.
Access to online learning platforms and a budget for professional development
A collaborative, no-silos environment, encouraging learning and growth across teams
A dynamic social culture with team lunches, social events, and opportunities for creative input
Health insurance
Leave Benefits
Provident Fund
Gratuity

Application Support Analyst

Key skills