Application Support Analyst – English and French Speaking

Sherborne Talent Solutions; Birmingham; On-site; GBP 32,000 - 42,000; Full time

Job summary

Sherborne Talent Solutions is seeking an English and French-speaking Application Support Analyst to join a fast-growing international client. You will be integral to the Client Support team across the UK and Europe, troubleshooting complex issues and ensuring smooth operation of support functions.

In this fast-paced role you will manage tickets, collaborate with cross-functional teams and 3rd Line Engineers, mentor junior staff, and communicate product issues to Development and QA, while

Qualifications

• Fluent in English and French.
• Strong experience in application support.
• Experience with enterprise applications, databases, and scripting languages.
• Excellent problem-solving and communication skills.

Responsibilities

• Provide expert application support to clients across the UK and Europe.
• Troubleshoot and resolve complex issues.
• Manage support tickets and triage priorities.
• Collaborate with Head of Application Support and cross-functional teams.
• Mentor junior team members.
• Escalate with 3rd Line Engineers.
• Develop and maintain technical documentation.

Skills

Bilingual English/French

Application support

Databases

Scripting languages

Customer service

Problem solving

Tools

Enterprise applications

Job description

I am on the search for a talented and passionate English and French-speaking Application Support Analyst to join my highly successful international client.

You will be an integral part of the Client Support team, providing expert application support to clients across the UK and Europe. Your primary responsibilities will include troubleshooting and resolving complex technical issues, ensuring the smooth operation of support functions.

In this fast-paced role, you will be expected to handle challenging technical problems while delivering exceptional customer service.

Key Responsibilities:

• Technical Support: Offer expert support for a suite of products, including diagnosing and resolving issues, suggesting solutions, and advising on best practices.
• Issue Resolution: Analyse and address customer issues using your technical expertise and training provided.
• Customer Interaction: Regularly engage with customers through support calls, manage open tickets, prioritise tasks based on customer impact, and advocate for their needs.
• Collaboration: Work closely with the Head of Application Support and cross-functional teams to support the release management cycle for customers.
• Ticket Management: Oversee ticket queues, ensuring proper triage and distribution among the Client Support team.
• Team Mentorship: Provide guidance and training to junior team members, supporting their professional development.
• Escalation Handling: Collaborate with 3rd Line Engineers to resolve complex technical issues.
• Product Issues: Communicate product issues to internal Development and QA teams, ensuring that defects are properly understood and resolved.
• Documentation: Develop and maintain technical documentation, including support guides and process documentation.

Qualifications & Experience;

• Strong commercial experience in application support or a related technical role.
• Fluent in both English and French.
• Strong technical skills, including experience with enterprise applications, databases, and scripting languages.
• Excellent problem-solving and analytical abilities, with the capability to troubleshoot complex issues and implement effective solutions.
• Strong communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams and explain technical concepts to non-technical stakeholders.
• Ability to work independently and manage multiple priorities in a dynamic environment.
• Exceptional customer service skills, with a strong focus on delivering positive user experiences.
• Proficiency in Microsoft Office or equivalent software.

This role offers an exciting opportunity to join a dynamic international organisation, where you will have the chance to further develop your technical skills while making a meaningful impact on customer satisfaction and the overall success of the support team.

If you're an experienced Application Support professional who is fluent in French and English and looking for your next challenge, I'd love to hear from you.