Application Support Analyst

Resolver, a Kroll Business; Manila; On-site; PHP 300,000 - 520,000; Full time

Job summary

Resolver, a Kroll Business, is seeking an Application Support Analyst who blends technical interest with problem solving, business thinking, and customer advocacy. The role emphasizes diagnosing issues, delivering effective solutions, and maintaining exceptional customer service.

The position involves learning Resolver's software platforms, supporting complex enterprise applications, and contributing to knowledge-base improvements while delivering a high-quality customer experience.

Qualifications

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

Responsibilities

• Provide customer support through diagnosing questions and issues and offering the best possible solutions.
• Communicate technical solutions clearly to customers and maintain exceptional service.
• Respond to incoming support requests with courtesy and professionalism in all channels.
• Document customer interactions for future reference and knowledge base improvements.
• Contribute to learning and development by sharing knowledge to improve internal processes.

Skills

Tech enthusiasm

Problem solving

Customer focus

Verbal & written communication

Education

Post-secondary education or equivalent

Job description

Position at Resolver The 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.

Description

The 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
• Able to learn quickly
• Stellar verbal & written communications are a must
• Experience supporting complex and highly configurable enterprise software applications