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- Tasks: Support enterprise software applications and provide top-tier technical assistance to customers.
- Company: Join a leading US-based global client in the packaging software solutions industry.
- Benefits: Enjoy a fully remote role with a competitive salary of £70,000 - £80,000 plus benefits.
- Why this job: Be part of a collaborative team focused on customer satisfaction and innovative problem-solving.
- Qualifications: Bachelor's degree or equivalent experience; prior customer service and technical support preferred.
- Other info: Bilingual candidates in English and Spanish are highly valued.
The predicted salary is between 60000 - 84000 £ per year.
UK Based Role - FULLY REMOTE
£70,000 - £80,000 + Benefits
I am recruiting for an Application Software Support Analyst on behalf of a US based global client who are leaders in software solutions for the packaging industry. As an Application Software Support Analyst you will be well versed in supporting enterprise application software, using help desk ticketing software and querying tools like SQL Server Management Studio and Microsoft Office. You will provide top-tier technical support for enterprise software applications, with a focus on ensuring customer satisfaction and product excellence. You'll collaborate with engineering, QA, sales, and customer success teams to troubleshoot complex issues and advocate for customer needs.
Application Software Support Analyst Responsibilities:
- Provide timely and professional support to external customers via phone, email, and ticketing system.
- Investigate, document, and resolve software issues and other applications.
- Collaborate with engineering, sales, and network services to expedite issue resolution.
- Deliver a high-quality client experience by effectively identifying issues, educating users, and managing cases from start to finish.
- Troubleshoot a wide range of technical problems requiring innovative and analytical thinking.
- Liaise with internal support, QA, and development teams to resolve product-related issues.
- Serve as a customer advocate, voicing customer feedback to internal stakeholders.
- Accurately document all customer interactions and resolutions in accordance with company policies.
- Guide customers on best practices to maximize software usage and value.
- Ensure follow-up on open issues with developers, users, and relevant departments until resolution.
Application Software Support Analyst Skills
- Technical Skills:
- Experience supporting enterprise software applications.
- Proficiency with help desk ticketing systems and SQL query tools (e.g., SQL Server Management Studio).
- Solid understanding of Windows operating systems; familiarity with macOS is a strong plus.
- Experience with remote support tools (e.g., N-Able, Splashtop, GoToAssist).
- Strong Excel skills, including managing data imports and working with macros.
- Excellent written and verbal communication.
- Advanced troubleshooting and analytical abilities.
- Strong customer service orientation.
- Self-motivated and results-oriented.
- Exceptional time management and organizational skills.
- Report writing experience is a plus.
Qualifications
- Bachelor's degree in a related field or equivalent work experience.
- Prior experience in customer service and technical support roles preferred.
- Industry experience in flexographic printing, corrugated, or folding carton manufacturing is highly desirable.
- Bilingual in English and Spanish is a strong advantage.
Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
Application Software Support Analyst employer: Gold Group
Contact Detail:
Gold Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Software Support Analyst
✨Tip Number 1
Familiarise yourself with the specific software solutions used in the packaging industry. Understanding the nuances of these applications will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your SQL skills, especially with SQL Server Management Studio. Being able to showcase your ability to query databases effectively can set you apart from other candidates.
✨Tip Number 3
Prepare for scenario-based questions that focus on troubleshooting and customer service. Think of examples from your past experiences where you successfully resolved complex issues or improved customer satisfaction.
✨Tip Number 4
Network with professionals in the software support field, particularly those who have experience in the packaging industry. Engaging with them can provide valuable insights and potentially lead to referrals.
We think you need these skills to ace Application Software Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in supporting enterprise software applications. Emphasise your proficiency with help desk ticketing systems and SQL query tools, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer service orientation and technical skills. Mention specific examples of how you've successfully resolved software issues or improved client experiences in previous roles.
Highlight Technical Proficiency: In your application, clearly outline your technical skills, especially your experience with Windows operating systems, remote support tools, and Excel. This will demonstrate your capability to handle the responsibilities of the role effectively.
Showcase Communication Skills: Since excellent written and verbal communication is essential for this position, ensure your application reflects your ability to communicate complex technical information clearly and concisely. Consider including examples of past interactions with customers or team members.
How to prepare for a job interview at Gold Group
✨Showcase Your Technical Skills
Be prepared to discuss your experience with enterprise software applications and help desk ticketing systems. Highlight your proficiency in SQL Server Management Studio and any remote support tools you've used, as these are crucial for the role.
✨Demonstrate Customer Service Excellence
Since this role focuses on customer satisfaction, be ready to share examples of how you've successfully resolved customer issues in the past. Emphasise your strong communication skills and ability to advocate for customer needs.
✨Prepare for Problem-Solving Scenarios
Expect to face technical problems during the interview. Practice articulating your thought process when troubleshooting issues, as this will showcase your analytical thinking and innovative approach to problem-solving.
✨Research the Company and Industry
Familiarise yourself with the packaging industry and the specific challenges it faces. Understanding the company's products and services will allow you to tailor your responses and demonstrate your genuine interest in the role.
