About this role

Use SQL applications and tools to run basic SQL queries
Respond to client questions, problems, and work requests on a daily basis
Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers
Partner with senior level team members as needed to troubleshoot and resolve customer incidents
Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets
Monitor assigned open tickets, contact customers, and update tickets on a timely basis
Provide responsive support to clients during normal shift hours
Complete all daily tasks and projects
Track time daily

Customer support experience
Client-focused and ability to understand expectations
Direct experience supporting clients as a primary contact or lead using phone and email
Experience troubleshooting complex issues
SQL and Windows platform experience
Travel 10% of the time

Technical Support Application Analyst – 24/7

Key skills