Application Support Analyst

Application Support Analyst

Description of Role:

The Applications Support Analyst serves as a subject matter expert, providing technical software support to corporate and property teams by addressing requests related to our Property Management operating systems, currently using MRI Software and Yardi.

The ideal candidate should have strong skills in working with applications and systems, with the capability to analyze, diagnose, and resolve a variety of software issues, from basic to complex.

Responsibilities



* Manage and resolve incoming customer support requests that may consist of application questions or problems in the areas of product functionality, troubleshooting, and bugs/enhancements.

Follow up on problems on behalf of the user and communicate progress in a timely manner


* Monitor and update help desk tickets in the ticket management system to track progress and resolution of customer issues


* Engage with customers via phone, screen sharing, ticket system and email to provide response to inquiries, concerns, and requests related to the company's systems and applications


* Handle multiple priorities and customer issues in a professional manner and being able to interpret, understand and effectively resolve the question/s that the customer is asking


* Act as a point of contact for phone calls, emails and Help Desk process, regarding IT software issues and e scalate unresolved calls/tickets to Applications Services Manager timely


* Notify Applications Services Manager of any trends or concerns


* Maintain a high degree of customer service for all inquiries and adhere to all company SOP's in ticket resolution


* User setup and configuration for various in-house software applications


* MRI or other PM Operating system setup and configuration


* As needed provide after hours and on-call support


* Where applicable develop and create process and procedure documentation, training materials, FAQs and Knowledge Base Articles for application support processes


* Assist with testing new software releases


* Involvement in other special projects as needed


* IT Infrastructure and Device Management duties do not apply

Education and Experience:

Required


* High school diploma or general education degree (GED)

Requirements:


* 1-2 years' experience in a customer support role



* Help Desk or call center service experience desired


* Self-motivated, organized with excellent interpersonal, verbal, written communication and troubleshooting skills due to variety of groups to be working with, such as co-workers, management, and customers, must be able to exchange accurate information


* Ability to quickly learn complex business applications and apply this knowledge to assist end users


* Experience researching problems, analyzing trends and distributing findings


* Demonstrate complete professionalism while handling the inquiries or complaints of the clients...