Application Support Analyst

About?Teamified

Teamified?works?with?top?enterprises?and?digital?native?businesses?in?Australia?helping?them?build?their?remote?teams?in?India,?Philippines?and?Sri?Lanka.?We?pride?ourselves?with?hiring?great?teams?to?work?on?exciting?game?changing?technology.?Teamified?currently?has?200+?engineers,?testers,?product?managers?etc.?working?across?20+?partners.?We?focus?on?uplifting?the?way?organisations?build?and?manage?their?remote?teams?through?great?working?relationships,?trust,?integrity,?culture?and?hiring?processes.?Additional?to?this?we?are?building?our?own?technology?product?offerings.?We?strive?to?deliver?the?best?outcomes?for?our?customers,?our?partners?and?our?people.

About?Our?Client

Our?client?is?a?provider?of?specialized?management?software?solutions?for?the?global?marina?and?marine?facilities?industry.?Their?platform?supports?marinas,?boatyards,?yacht?clubs,?harbours,?and?shipyards?by?centralizing?core?operational?functions?such?as?reservations,?berth?and?space?management,?billing?and?payments,?finance,?and?customer?management?into?a?single,?streamlined?system.?Designed?to?improve?efficiency,?visibility,?and?control,?the?solution?is?available?in?a?modern?cloud-based?environment,?enabling?secure,?real-time?access?from?anywhere?while?reducing?administrative?overhead.?Trusted?by?marine?operators?worldwide,?the?client?focuses?on?continuous?innovation,?reliability,?and?customer?support?to?help?businesses?modernize?operations?and?deliver?a?better?customer?experience.

About?the?Role

Working?on?more?than?one?project?at?a?time,?and?often?at?varying?phases?of?support.?This?means?you?around?support?priority?rather?than?the?sequential?arrival?of?cases.?Understanding?priorities,?bug?severity?and?client?sensitivity?is?essential. The?main?function?of?the?role?is?to?support?our?client?s?customers,?investigating?reported?issues,?providing?training?and?implementing?software?corrections,?and?managing?client?requests.?You?will?be?required?to?evaluate?support?priority,?act?on?the?priority,?communicate?or?work?with?the?customer?to?identify?the?issue.?If?required?provide?documented?UAT?s?to?the?developers,?identify?suitable?workarounds,?and?follow?up?with?resolved?software?through?to?Implementation?and?training?if?required.?You?will?work?alongside?the?developers?whom?write?the?solution?with?your?goal?of?making?it?problem-free?before?being?releasing?to?the?clients. You?will?need?a?solid?understanding?of?the?different?client?business?types,?the?client's?solution?functionality?and?awareness?of?the?types?of?related?applications?available?to?clients.?In?addition?to?problems?within?the?program.?Understanding?the?structure?of?the?software?will?allow?you?to?analyse?it?more?thoroughly?and?make?recommendations?of?changes.?You?will?need?to?be?able?to?communicate?clearly?to?the?clients?and?programmers?as?well?as?non-technical?staff?about?what?is?required.

Key?Responsibilities

Support

• Provide?user?and?implementation?support?to?customers,?partners?or?staff?to?facilitate?better?operation?of?the?client's?products.
• Make?sure?customer?support?flows?smoothly?and?turnaround?time?per?issue?is?kept?to?a?minimum
• Identify?urgent?and?priority?support,?and?escalate?appropriately?as/when?required
• Provide?prompt?and?professional?response?of?user?bug?or?support
• Establish?and?maintain?good?communication?with?clients?to?evaluate?reported?issues?or?provide
• training?sessions
• Create?and?record?user?training?videos
• Run?group?or?individual?training?sessions?to?a?high?professional?level.
• Document?user?documentation,?the?knowledge?Bases,?and?user?help.
• Document?and?time?log?all?work
• Log?and?manage?incoming?support?requests.
• Research?and?identify?issues?reported?by?customers,?providing?training?as?needed
• To?communicate?clearly?and?effectively?to?the?developers?to?gain?understanding?of?the?solution?to?be?applied?to?the?support?request?should?it?involve?development
• Install?or?upgrade?systems?or?fixes?as?required
• Assist?with?version?release?testing?and?documentation
• Create?video?help?documentation?on?all?new?features?of?NG?with?each?version?release
• Report?on?weekly?support?statistics?and?trends

General

• Maintain?your?skill?level?by?studying?current?development?tools,?programming?techniques,?reading?professional?publications,?and?maintaining?professional?networks
• Protects?company?operations?by?keeping?information?confidential.
• Perform?any?other?related?duties?incidental?to?the?work?described?herein?in?support?of?the?company.
• Purposes,?implements?and?supports?new?technology?solutions?that?improve?business?operations?

Skills

• High?attention?to?detail,?capable?to?extract?key?information?from?the?Customer?regarding?their?reported?issues
• Strong?and?effective?inter-personal?communication?skills,?both?verbal?and?written,?and?the?ability?to?interact?professionally?with?a?diverse?group?of?clients?and?staff.
• System?analysis
• User?Training?and?user?documentation?development.?
• Detailed?understanding?of?the?client's?solution?,?code?structure,?operations?and?settings.?
• Ability?to?multi-task?and?stay?organized?in?a?dynamic?work?environment.
• Encourage?a?positive??Can?Do??attitude.
• Ability?to?"think?outside?the?box".
• Capable?of?taking?ownership?of?tasks?at?hand?and?delivering?solutions?without?management.?
• Skilled?knowledge?of?computer?languages,?data?structures,?logic?and?flow-charting,?computer?program?design?methods?and?techniques,?databases?and?writing?program?documentation.
• Database?design?and?coding?
• Ability?to?learn?new?programming?languages.
• Good?customer?communication?with?a?friendly?attitude?
• Proficient?with?SQL?server,?Windows?OS?and?MS?Offices

Benefits?(IND):

• Flexibility?in?work?hours?and?location,?with?a?focus?on?managing?energy?rather?than?time.
• Access?to?online?learning?platforms?and?a?budget?for?professional?development
• A?collaborative,?no-silos?environment,?encouraging?learning?and?growth?across?teams
• A?dynamic?social?culture?with?team?lunches,?social?events,?and?opportunities?for?creative?input
• Health?insurance
• Leave?Benefits
• Provident?Fund
• Gratuity

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