We are looking for an Application Support Analyst for a fully remote position to support international customers. You need to live in Portugal. Good English skills are required.
Your aim will be to offer the highest level of customer care services and support to develop a high level of customer satisfaction. The Application Support Analyst must be able to dig deep into complex issues and work quickly under pressure to produce correct actions. This role provides first-hand experience in how customers utilize our products in live deployments, as well as insights into their billing operations.
Responsibilities
* Gain a comprehensive understanding of customer-deployed products, including their core operational functionality.
* Handle customer escalations from support to investigate and troubleshoot challenging product issues, such as interoperability with customer operations.
* Communicate effectively with support teams to ensure proper analysis and investigation materials are compiled for escalated issues.
* Isolate issues and collaborate with product teams on root cause analysis and resolution.
* Identify viable workarounds for high-priority issues affecting customer service, if applicable.
* Identify root causes and implement urgent fixes for field-impacting product issues.
Requirements
* At least 3 years of experience in a similar role.
* Strong SQL, shell scripting, and XML skills.
* Good business analysis, database, and OS skills, with excellent documentation skills.
* Ability to read, troubleshoot, and debug code.
* Proven technical problem-solving and troubleshooting skills.
* Windows technology skills are helpful but not required.
* BSc or MSc in Computer Science or equivalent work experience.
Additional Notes
* Over 5 years of experience in a similar support role is preferred.
* Strong analytical and technical troubleshooting skills.
* Shell scripting experience.
* At least 2 years of experience with SQL Server and Oracle within a Windows server environment on enterprise applications.
* Proficiency in designing, writing, and debugging SQL statements is essential.
* Excellent understanding of database table structures.
* Strong verbal and written English communication skills.
* Ability to prioritize and manage time effectively.
* Ability to identify systemic problems and act proactively.
* Knowledge of other billing platforms is a plus.
Gross Salary: €17,000 to €23,000 per year.
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