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Application Analyst - Level 1 Support

Summary:

The Application Analyst will focus on resolving Delivra application issues and share primary responsibility for our clients’ success through technical know-how, Delivra product expertise, and excellent customer service skills.  This position centers on client support requests including triage, ongoing communication, resolution and possibly escalation of client issues/questions.  A secondary focus of this position is to help contribute to our QA, knowledge management and client training initiatives.

Responsibilities:

  • Provide application support to clients to build and maintain a high level of client trust and confidence. 
  • Manage support tickets and keep clients updated through ticket updates, email or phone.
  • Spots trends or patterns across Client Services; be inquisitive.
  • Participate in creating training aids and/or sessions.
  • Contribute to Delivra’s Knowledge Management by identifying and/or creating knowledge base articles.
  • Notice patterns or trends in a given client’s usage that could be improved with best practices or other assistance.
  • Participate in New Release and Hotfix QA efforts

Technical/Professional Experience and Skills:

  • Inquisitive; continuous learner
  • Strong teamwork and collaboration skills
  • Ability to prioritize and manage multiple tasks
  • Highly results-oriented
  • Active listener
  • Ability to communicate with all clients of varying technical levels
  • Adaptable
  • Excellent problem solving skills.
  • Self-motivated and willing to take initiative to proactively solve problems

Requirements:

  • Minimum of Associates Degree; or one to two years’ related experience and/or training; or equivalent combination of education and experience. 
  • Previous experience supporting internal or external customers.
  • Solid software and technical skills, with an emphasis on SaaS applications. 
  • Experience with HTML is a plus.  
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