Global Application Support Analyst — Fast Incident Resolution

Ashley Furniture Industries; East Arcadia (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

Dental & Vision

Paid Time Off

Employee Discount

Professional Development

Job summary

Ashley Furniture Industries is seeking an Applications Support Analyst to provide level 2 support across Ashley’s applications worldwide. You will communicate clearly with customers, resolve incidents, and work with global teams to restore services quickly, ensuring a strong customer experience.

The role emphasizes continuous improvement, documentation, and adherence to processes to reduce recurring issues and improve knowledge resources.

Qualifications

• Strong communication and problem-solving abilities.
• Experience resolving incidents and service requests.
• Knowledge of incident management and escalation processes.
• Customer-focused approach with a global perspective.

Responsibilities

• Provide clear, timely communication to customers during incidents.
• Offer timely and effective support and escalation for Ashley Furniture systems and products.
• Troubleshoot and resolve issues impacting applications and services.
• Contribute to incident research and resolution efforts.
• Collaborate with global development and operations teams for rapid service restoration.
• Follow standard processes to maintain service quality and efficiency.
• Assist in root cause analysis to prevent repeating issues.
• Handover active incidents to offshore colleagues accurately.

Skills

Communication skills

Troubleshooting

Incident management

Global support

Customer service

Tools

Ticketing system

Job description

Ashley Furniture Industries is seeking an Applications Support Analyst to provide level 2 support across Ashley’s applications worldwide. You will communicate clearly with customers, resolve incidents, and work with global teams to restore services quickly, ensuring a strong customer experience.

The role emphasizes continuous improvement, documentation, and adherence to processes to reduce recurring issues and improve knowledge resources.