Application Support Analyst

Recruitment Genius ,
Horsham, West Sussex
More Details
Job Type: Full-time
Salary: £23,000 per annum

Overview

We are a cloud-based application platform for small businesses. We deliver a wide variety of operations and office management applications to varied industries. We have a growing customer base and have recently secured additional funding to further develop our architecture and accelerate our growth. ABOUT THE ROLE We are looking for a dynamic Application Support Analyst to join the small team. It will be hard work but the reward will be in having a key role in a high growth, start-up business. You will be involved in ensuring clients understand and operate their systems correctly and in testing any changes to the system. You will be based in Horsham and there will be some flexibility to work from home. You will be part of the Client Delivery team, initially working alongside the other team members to understand how their Client Onboarding and Client Support functions run. In addition, you will learn how to manage, translate, define and test client requests. Once embedded in the role, you will be expected to work on these tasks independently and liaise directly with their customers. KEY TASKS High-Speed Learning - Willing and motivated to learn new applications and processes and apply these to the Business - Learn how to configure our application to support those processes - A positive approach and a style that is engaging, focused, innovative and motivated Support - Provide application support and resolve problems to the end user's satisfaction - Ensure each customer/user is always treated with excellent customer service - Monitor and respond quickly/effectively to requests received through the Helpdesk Portal and process them based on our priority system. - When a change is required or a bug is reported, write tickets for the technical team - Communicate project status including tasks, iterations, and milestones in a timely manner as required Testing - Test the client configuration - Test technical tickets as part of Onboarding and ongoing Support once the client application has gone live - Test, and configure changes to the Application Templates Documentation - Design and write product documentation and specific client help text - Write test documentation - Develop a knowledge-base for customers and internal support - Develop processes and documentation for the configuration and support of our implementations KNOWLEDGE - Design and write product documentation and specific client help text - Write test documentation - Develop a knowledge-base for customers and internal support - Develop processes and documentation for the configuration and support of Workhorse implementations EXPERIENCE - Experience in a support and testing environment will be helpful but not essential: - Experience in supporting and prioritising different client needs - Writing technical documentation (test plans, knowledge articles, technical documentation) and user manuals. - Capable of testing changes and new enhancements on a software application

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