Application Support Analyst

Vena Solutions Inc.; India; On-site; INR 400,000 - 700,000; Full time

Job summary

Vena Solutions Inc. in India is seeking an Application Support Analyst to deliver a world-class customer experience. You will assist customers with product questions, troubleshoot issues, and coordinate with internal teams to drive resolutions.

The role emphasizes understanding the Vena application, Excel, macros, and SQL, handling a high volume of requests within SLAs, and providing timely updates across channels. Shift work and strong communication are valued.

Qualifications

• 1+ year of technical support experience.
• Information Systems, Information Technology, or equivalent experience.
• Knowledge of SQL, SQL Server, and cube technology; advanced Microsoft Excel skills including macros, VBA, and Pivot tables.
• Excellent troubleshooting, problem-solving, time management and organizational skills.
• Ability 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 customer satisfaction.
• Assist customers with product questions, troubleshoot technical issues, provide guidance and recommendations.
• Support customers via email, chat, phone, and web sessions.
• Clearly set and communicate expectations to customers and internal stakeholders.
• Collaborate with internal teams to drive issues to resolution.
• Create Knowledge Base articles and internal guides as required.
• 85% of time spent on resolving customer issues; 10% ongoing training; 5% meetings.

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.