Application Support Analyst

Application Support Analyst

What is Equisoft? Equisoft is a global provider of digital solutions for insurance and investment, recognised by more than 250 of the world's largest financial institutions. We offer a comprehensive ecosystem of modular solutions that help our clients tackle all the challenges brought by this era of digital disruption. Through its business-focused approach, in-depth industry knowledge, advanced technologies, and multicultural team of experts located in North America, the Caribbean, Latin America, Europe, Africa, Asia, and Australia, Equisoft helps its clients overcome all the challenges of digital transformation.

Why Choose Equisoft? With 950+ employees, we are a stable organisation that offers career advancement and fosters a stimulating environment. We have built a vibrant local team community where working together in person to share information and build relationships is a key part of our ethos. This role will suit someone who genuinely values spending time in our award-winning central Bath office (complete with free fruit and snacks, table football & wellbeing room!) with the flexibility to work from home as well.

If that’s not enough, then check out these other perks below:

• Hiring Location: UK (Bath office)
  
• The position is hybrid, 2 days at the office and 3 days remote
  
• Full-time Role
  
• Benefits day 1: private medical insurance, life insurance, pension matched contribution, etc.
  
• Number of hours per week: 37.5
  
• Educational Support
  

Role: The Application Support Analyst reports to the Support Manager and works closely with the Infrastructure, Business Analyst, and Development teams. The candidate will address customer queries and manage email tickets, assist customers with questions about the products by replicating problems and implementing workarounds as well as being a point-of-contact to resolve any issues. In this role, they will develop expert knowledge of in-house developed software products.

This is an excellent opportunity for someone to develop their career in the financial services industry.

Your Day with Equisoft:

• Resolve support tickets of varying complexity, maintaining the high quality of service provided by the Service Delivery department.
  
• Provide technical support and assistance to business end-users during the following support shifts:
  
  • 0730 to 1600
    
  • 0830 to 1700
    
  • 0930 to 1800
    
• Logging and resolution of functional and technical product support issues
  
• Analyzing the needs and issues raised by customers before offering them the best possible solution.
  
• Problem diagnosis including managing escalation of complex issues to SMEs, development, and infrastructure teams
  
• Managing service communications and updates
  
• Service monitoring and error log management
  
• Creating and updating application documentation/knowledge base articles
  
• Assisting with the formal testing of new client configurations
  

Requirements:

Technical:

• Numerate or analytical degree
  
• Excellent telephone manners, customer service skills, active listening skills, verbal, and written communication skills.
  
• Good general IT skills
  
• Accurate usage of grammar and meticulous attention to detail
  
• Excellent verbal and written communications skills
  

Soft Skills:

• Analytical and problem-solving skills
  
• Ability to pick up and understand technical & business concepts
  
• Willingness to learn
  
• Strong sense of organisation and prioritisation
  
• Ability to multi-task in a rapid-paced environment
  
• Enthusiasm for what we are trying to achieve and the self-motivation to make a difference
  
• Reliable and dependable
  

Nice to Haves:

• Knowledge of basic MS SQL server queries and database administration
  
• Experience of applications relating to financial services
  
• Experience in the use of or support of complex applications
  
• Experience of web-based applications
  
• Experience of providing application support for non-technical users
  
• Experience in an ITIL environment
  

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.