Application Support Analyst Leiria

Application Support Analyst
Leiria
Leiria, Leiria District, Portugal

We are looking for an the Application Support Analyst for a fully remote position, to support international customers. You need to live in Portugal. Good english level is required.

Your aim will be to offer the highest level of customer care services and support available to develop a high level of customer satisfaction. The Application Support Analyst must be able dig deep into complex issues and work quickly under pressure to produce correct actions. This resource gains
- hand experience in how customers utilize our products in live deployments, as well as unique insights into the customers’ overall billing operations.

Responsibilities

Gain a comprehensive understanding of
- deployed products, including their core operational functionality

Handle customer escalations from customer support to investigate and troubleshoot challenging product issues such as product interoperability with the customer operations

Communicate effectively with customer support to ensure that the proper analysis and investigation materials for the escalated issue are diligently compiled

Isolate issues and work with product teams on root cause analysis and resolution

Identify viable workarounds, if applicable, for
- priority issues affecting customer service

Identify root causes and implement urgent fixes for
- impacting product issues

Requirements

3+ years of experience in a similar role

Solid SQL, shell scripting, and XML skills

Solid business analysis, database, and OS skills with good documentation skills

Ability to read, troubleshoot and debug code

Demonstrable technical
- solving and troubleshooting skills

Windows technology skills helpful but not required

BS or MS in Computer Science or equivalent work experience

Additional notes

5+ years of experience in a similar support role

Demonstrable analytical and technical
- solving and troubleshooting skills

Shell Scrpting

2+ years of experience with SQL Server and Oracle within a Windows server environment on enterprise level applications

Working knowledge of designing, writing, and debugging SQL statements a MUST

Excellent understanding of database table structures

Command of the English language – verbal and written communication

Ability to prioritize and manage time efficiently

Notice problems from a systemic perspective

Recognizes when action needs to be taken and does so without direction knowledge of other billing platforms a plus

Gross salary: 17K to 23K Gross salary