Application Support Analysts – London and USA
Our client is a leading international supplier of information technology to the legal and professional services sectors. Park of a major international company, it is seeing a massive growth within its sector. With business expanding rapidly the company are now seeking an Application Support Analyst to join its highly professional team based in London ( roles also available in New York and Washington). This role will provide support to the company’s growing list of professional services clients which include many of the world’s leading law firms.
The main responsibilities are:
Problem resolution – Communicate and recommend complex business process, procedures and diverse information to resolve customer issues. Gather complete customer information, research internal knowledge base and documentation for known solutions, isolate causes and take restorative actions while minimising disruption to the customer’s business operation and document steps taken. Use remote access utilities and other resources as needed and escalate issues to lead or senior level analysts when necessary.
Customer satisfaction – Respond to and communicate timely and effectively with customers providing professional, courteous and knowledgeable service. Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions.
Teamwork – Interact with colleagues to resolve customer issues effectively and timely. Participate in team meetings and contribute suggestions and solutions to increase effectiveness. Actively seek and apply knowledge gained from colleagues and other resources and proactively share knowledge with others.
Technical expertise – Acquire and maintain expertise of the company’s legal finance system and operating platforms and how customers can utilise and/or adapt software to effectively manage their business both financially and operationally.
Ideally, you will have the following experience:
Bachelor’s degree or equivalent experience
2+ years technical/applications support or related customer service experience in a software environment
Experience with Aderant, Axxia, SAP ( FI in legal) or Elite software, financial operations, accounting, legal field or professional services industry.
Technical knowledge of MS-Windows, MS SQL Server and fundamental concepts of SQL databases;
with good Transact-SQL skills
Exceptional customer service skills with expertise in troubleshooting and solving complex problems
Excellent organisational, time management, written and verbal communication
This is a superb opportunity to join an industry leading organisation – salary and benefits upon application. For more details or to submit your CV email email@example.com