Application Support Analyst

Vena; India; On-site; INR 350,000 - 520,000; Full time

Job summary

Vena in India is seeking an Application Support Analyst to deliver world-class customer experiences by resolving product questions and technical issues across channels. You will learn the Vena application deeply, guide customers with technical guidance, and collaborate with internal teams to drive issues to resolution while maintaining SLA targets.

You’ll spend time building knowledge for the team, creating internal guides, and supporting continuous improvement of the support offering.

Qualifications

• 1+ year of technical support experience.
• Information Systems or Information Technology background.
• Knowledge of SQL, SQL Server, and cube technology; advanced Excel incl. macros, VBA, pivots.
• Excellent troubleshooting, problem-solving, time management and organization.
• Able to learn quickly and respond to changing customer needs.
• Exceptional written and verbal communication.
• Comfortable with shift work.

Responsibilities

• Become an expert in the Vena application, Microsoft Excel, and more.
• Prioritize and resolve a high volume of customer requests within SLAs and ensure high satisfaction.
• Assist customers with product questions, troubleshoot issues, provide guidance.
• Support customers via email, chat, phone, and web sessions.
• Clearly set expectations to customers and internal stakeholders.
• Collaborate with internal teams to drive issues to resolution.
• Proactively monitor for patterns and raise customer feedback.
• Create knowledge base articles and internal guides as required.

Skills

Troubleshooting

Communication

Time management

Adaptability

Shift work

Tools

SQL

SQL Server

Cube technology

Excel macros / VBA / Pivot

Job description

Application Support Analyst

Department: Application Support

Employment Type: Full Time

Location: India - Resident (0008)

Reporting To: Abhinav Acharya

Description

We believe that understanding and valuing our customers is the key to success. As Vena’s Application Support Analyst, you will be responsible for creating a World Class customer experience with every customer interaction. The day-to-day will include assisting customers with product related questions, troubleshooting technical issues, providing guidance and recommendations, engaging internal teams to drive issues to resolution, and more. We are looking for an individual who aims to provide constant value to our customers while looking for ways to improve our Support offering. The Application Support Analyst will be a dependable, agile, adaptive, self-starter. Are you ready to work in a fast-paced, exciting environment that will challenge you each day and contribute to your personal and professional growth?

How You'll Make an Impact

• Become an expert in the Vena application, Microsoft Excel, and more
• Prioritize and resolve a high volume of customer requests within Service Level Agreements (SLAs) and ensure interactions result in high customer satisfaction scores
• Assist customers with product related questions, troubleshoot technical issues, provide technical guidance and recommendations
• Support customers via multiple channels, including but not limited to, email, chat, phone, and web-sessions
• Clearly set and communicate expectations to customers and internal stakeholders
• Manage customer expectations regarding issue priority, resolution time, and suitability of workaround provided
• Provide timely updates and remain responsive throughout a request
• Collaborate with and engage internal teams to drive issues to resolution
• Proactively monitor for emerging patterns and raise awareness around customer feedback and challenges
• Creating Knowledge base articles, internal guides, and other team assets, as required
• 85% is spent on resolving customer issues
• 5% in meetings (1:1, team huddles etc.)
• 10% ongoing training

We'd Love to See

• 1+ year of technical support experience
• Information Systems, Information Technology, or equivalent experience
• Knowledge of SQL, SQL Server, and cube technology and advanced experience in Microsoft Excel, including macros, VBA, Pivot tables
• Excellent troubleshooting, problem-solving, time management and organization skills
• Ability to learn quickly and respond to changing customer needs and demands
• Exceptional written and verbal communication
• Comfortable with shift work

*Our salaries are tailored to roles, levels and locations. Your individual pay within this range is influenced by factors like work location, skills, experience and education. As you progress in your role, your compensation may adapt, offering flexibility for growth beyond initial levels. For specifics, your recruiter will provide details and address any questions during the hiring process.