Application Support Analyst

Application Support Analyst, Software, Accountancy Software, Andover, Hampshire to £30,000 (Hybrid)

This is a great role for an Application Support Analyst to join an exciting Software company and to be part of their growth journey. The Application Support Analyst plays a key role in delivering high-quality support to customers using their products. The role covers triaging and managing customer enquiries, troubleshooting and resolving issues, creating detailed bug reports and assisting with software testing. It also contributes to the development of self-service resources and processes and builds subject matter expertise in the TASS Finance product software solution.

KEY RESPONSIBILITIES

Customer Support

·Provide support to customers via the service desk system, email and phone.

·Respond promptly to customer enquiries and issues.

·Offer clear and concise guidance on product features and functionality.

·Ensure a high level of customer satisfaction through professional, courteous communication.

·Apply strong product knowledge to assist customers effectively.

Triage & Case Management

·Triage and manage customer enquiries and issues, recording activity on each case through the service desk system.

·Assess the nature and urgency of customer issues.

·Prioritise and categorise enquiries for efficient resolution.

·Maintain detailed and accurate records of all interactions and actions taken.

·Manage enquiries efficiently to ensure successful customer outcomes and optimal user experience.

Troubleshooting & Issue Resolution

·Troubleshoot, investigate, diagnose and resolve customer-reported issues.

·Analyse customer-reported problems to identify root causes.

·Utilise diagnostic tools, techniques and methodologies to resolve technical issues.

·Collaborate with other teams to address complex problems and implement solutions.

·Apply strong problem-solving and troubleshooting skills to ensure timely resolution.

·Demonstrate a methodical approach to issue diagnosis.

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Quality Assurance & Product Feedback

·Create detailed bug reports and assist with software testing.

·Document identified bugs with comprehensive detail for the development team.

·Participate in software testing to ensure product quality and functionality.

·Provide feedback on software performance and user experience.

Product Knowledge & Continuous Learning

·Actively learn and build expertise in the TASS Finance software solution.

·Engage in continuous learning to stay up to date on product features and updates.

·Attend training sessions and workshops to build product knowledge.

·Share expertise with team members and contribute to knowledge-sharing initiatives.

·Build proficiency with new technology as the product evolves.

Knowledge Management & Self-Service Content

·Assist with content creation for self-service resources and processes.

·Assist with the development and updating of user guides, FAQs and other self-service materials.

·Support the creation of instructional content.

·Ensure resources are user-friendly and accessible to customers.

·Apply strong written communication skills to produce clear, helpful content.

Call Handling & Logging

·Take incoming customer support calls and log requests.

·Answer incoming calls from customers seeking assistance.

·Log all customer requests and issues accurately in the service desk system.

·Follow up with customers to ensure issues are resolved satisfactorily.

·Communicate effectively with internal and external stakeholders to provide excellent customer service.

SKILLS & EXPERIENCE

·Previous experience within helpdesk support or an IT team, or alternatively experience using school administration software.

·Strong aptitude with IT systems and software.

·Excellent communication skills with customers of varying technical abilities.

·Effective written and verbal communication with colleagues.

·Methodical and disciplined approach to problem solving.

·Self-motivated and self-disciplined.

·Strong desire for continuous improvement and willingness to learn accounting concepts and terminology.

·Tertiary qualification in information technology or a related field (advantageous).

·Experience within the UK school education sector (advantageous).