Application Support Analyst

Kroll; Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

Kroll Philippines is seeking an Application Support Analyst to combine tech curiosity with customer focus. You will diagnose issues, communicate technical solutions, and help deliver a superior support experience.

You’ll work across customer support and development workstreams, learning Resolver platforms, improving knowledge bases, and supporting complex enterprise software configurations.

Qualifications

• Post-secondary education or equivalent experience.
• Passionate about tech and how tech solves business problems.
• Stellar verbal & written communications are a must.
• Experience supporting complex and highly configurable enterprise software applications.

Responsibilities

• Responds to incoming customer support questions with diagnosis and troubleshooting.
• Documents interactions and prepares data for future reference.
• Communicates solutions clearly to customers and team members.

Skills

Tech enthusiasm

Excellent communication

Enterprise software experience

Education

Post-secondary education or equivalent experience

Job description

Application Support Analyst is a hybrid of techie-lover, problem-solver, business-thinker, and customer advocate. This position focuses on customer needs through question/problem diagnoses, issue resolution and communication of technical solutions, all while delivering an exceptional customer service experience.

Customer Support

Solves problems through critical analysis, consultative questioning and relationship building

Responds to incoming customer support questions, requests, and issues by analyzing and troubleshooting each situation and always providing the customer with the best possible solution

Ensures the utmost courtesy, professionalism, and politeness in both written and verbal customer contacts

Receives, assesses, and prepares data from customers for conversion from older software versions

Documents all customer contact for future reference, you must be able to channel your inner librarian

Learning & Development

Increases knowledge of Resolver's software platforms and solutions, continually extending the range of topics that can be supported

Participates in constantly enhancing the quality and efficiency of Resolver’s Customer Support service, by providing input to improve our internal and external knowledge bases and internal processes

Qualifications & Experience

Post-secondary education or equivalent experience

Passionate about tech and how tech solves business problems

Stellar verbal & written communications are a must

Experience supporting complex and highly configurable enterprise software applications