Application Support Analyst
Prophix
Lisbon, LB, PRT
há 2 dias

What You Will Do at Prophix

Support activities :

  • Provide technical, product expertise and guidance to PROPHIX Customers, partners and internal staff for technical issues
  • Resolve customers' technical and product related issues within service levels, and in accordance with our Maintenance Service Policy
  • Work independently and proactively to manage customer issues and to ensure a positive customer experience
  • Manage issue escalation and resource scheduling
  • Customer Management

  • Maintain customer communication while issues are open, regardless of issue escalation
  • Manage customer expectations regarding issue priority, resolution time and workaround acceptance
  • Proactively communicate with customers to ensure a positive customer experience
  • Diagnostic and Problem-Solving Skills

  • Conduct detailed technical diagnostics of customer issues
  • Leveraging internal knowledgebase, technical resources and supporting staff resolve or escalate customer issues
  • Internal Documentation

  • Accurately document all customer interactions related to a customer issue in the issue tracking software for knowledge transfer and future use
  • Use a knowledge centered approach to resolving customer inquiries and contribute to content development
  • What You Will Bring to Prophix

    To shine in this role, you will bring a rare combination of experience, technology skills, personal qualities, and education.

    Required Qualifications

  • Post-Secondary Degree in Computer Science, Information Systems, or related field
  • 1+ years of hands-on application support experience, preferably within a SaaS environment
  • Must have strong problem-solving skills to diagnose and logically resolve customer problems using experience, good judgment, and acquired knowledge of PROPHIX Software
  • Strong organizational skills, attention to detail, and ability to prioritize workload
  • Must be able to work independently and with other members of a team
  • Willingness to take on non-routine special assignments
  • Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and / or internationally, and have a valid passport
  • Must have excellent verbal and written communication skills in English.
  • Fluency in French and / or Dutch
  • Preferred Qualifications

  • Academic or practical knowledge of Accounting and / or Financial concepts (i.e. planning, budgeting, forecasting, or consolidation)
  • Knowledge in the following is an asset : incident management, Zendesk, Confluence, Data integration tools (e.g. Snaplogic)
  • Experienced working in a high volume, fast paced environment with the ability to work effectively to meet tight deadlines.
  • Willingness to learn new technologies independently.
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