Application Support Analyst

Advantage Tech is searching for an Application Support Analyst to join their client's service team in New York, NY

Job Responsibilities:

  • Your primary responsibility will be providing application and technical support to the client's customers across the entire product range.
  • You’ll be expected to liaise with customer personnel and internal development teams to troubleshoot software, or system configuration problems, and identify and provide solutions.
  • You understand the importance of effectively documenting customer issues and updating call tracking software in a timely manner.
  • You’ll be required to participate as part of the global emergency support rota for escalated customer issues, which includes an on-call provision to cover some early, late, weekend and holiday support requirements.
  • In addition to support responsibilities, you will also have the opportunity to assist with the implementation and configuration process for new customer application instances after installation by the System Admin Team.

Core Skills:

  • You’ll need to have 3-4 Years of previous experience in similar support engineer or analyst role at an enterprise software vendor, or with an end user of enterprise software.
  • You’ll possess strong technical troubleshooting/analytic skills. 
  • You’ll have a good understanding of browser, plugin and computer settings that can affect web applications.
  • You’ll have strong knowledge/experience with web applications.
  • You’ll need a good working knowledge of Microsoft Windows, Mac OS X, Android & iOS.
  • You possess exemplary communication skills, both written and verbal, and will be able to communicate effectively and professionally at all business levels.
  • You particularly enjoy working in a team environment.

Desirable skills:

  • Experience supporting or delivering legal online services such as extranets and deal rooms.
  • Knowledge of different web browser behaviors and known issues.
  • Experience using Zendesk, Jira or similar helpdesk ticketing systems.
  • Ability to prepare and run SQL queries.
  • Working knowledge of iManage, WorkSite, HTML, Javascript, or Apache Velocity.
  • Knowledge of the software development cycle and experience of working alongside development teams.
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