Customer Application Support Analyst (UK SAAS, Hybrid)

Schedule

Monday to Friday (9am to 6pm PHT)

About the Role

This role will work within our Support function and provide second line support to our customers. Your team will handle escalated incidents from our customers 1st line teams, apply workarounds, fix incidents and document valuable information into the company knowledgebase.

Responsibilities

• Applying excellent telephone, interpersonal and communication skills as appropriate to discuss incidents and problems in both local and wider business context.
• Quickly and accurately logging all Customer queries and requests on our Incident Management system. This will include queries logged with us by telephone, email or online using our self-service system and carry out all relevant administration activities associated with the role.
• Applying a high level of Technical and Application knowledge to diagnose and resolve customer problems and escalated incidents.
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