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Application Support Analyst

Company Name:
Open Systems Technologies
We are seeking an Application Support Analyst who will work as a part of a dynamic team in a rapidly growing company. While the role is truly one of individual contributor, a high degree of interaction and teamwork are required to be effective in the role. The Application Support Analyst is responsible for ensuring a high level of customer satisfaction with various applications used by the firm. Some of the primary applications are trading systems, PnL systems, Risk systems, and Accounting systems. The Application Support Analyst is responsible for providing technical support to end users, answering complex questions on function and usage of systems. The Application Support Analyst is also responsible for possessing thorough knowledge of the Application and improving the current software releases.

You will:
? Develop and maintain in-depth knowledge of applications products in order to support customers
? Manage users expectations to ensure satisfaction with our products
? Ensure that every user is treated professionally and with respect
? Act as a user advocate to Project Management and Development
? Log, research, and accurately resolve complex customer inquiries and problems in a timely manner, meeting and exceeding SLAs as outlined for customers in the Teradata Customer Support Handbook
? Effectively interact with Quality Assurance to report bugs identified by customers
? Ensure proper escalation occurs for unresolved issues to ensure the customer remains satisfied
? Gain and maintain current knowledge of Support Policies and Procedures
? Contribute to the advancement of Team goals
? Rotating on-call responsibilities



What You?ll Bring
? A minimum of a Bachelor?s Degree (Informatics & Computing or software engineering related preferred)
? Minimum two years of experience in directly supporting external software applications
? Strong troubleshooting capability
? External customer facing experience in a software support environment
? A positive attitude and desire to make an impact on an organization
? Strong communication skills (listening, written, and verbal)
? Ability to work effectively both independently and in a small team environment
? Experience with client server or web-based applications preferred
? Knowledge of Python, C#, SQL Server ,HTML preferred
? Staggering support shifts

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