At a Glance
- Tasks: Troubleshoot and resolve technical issues while building client relationships.
- Company: Join a top-rated workplace known for customer satisfaction and innovative solutions.
- Benefits: Competitive salary, private medical insurance, and generous time off.
- Other info: Diverse team culture with opportunities for career advancement and fun!
- Why this job: Gain hands-on experience in tech support and grow your skills in a dynamic environment.
- Qualifications: Degree in IT or related field, SQL experience, and strong problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
Innovative Systems, one of the world’s most trusted providers of best‑of‑breed data quality and compliance solutions, is expanding the Software Support team to accommodate 24/7 coverage and is looking for a talented Application Support Analyst to be part of our Technical Customer Experience team within our London, UK office. You will gain satisfaction knowing that you are utilizing your communication skills as well as your interpersonal and analytic skills to build relationships with clients as well as troubleshoot and solve their tier I and II technical issues. The successful candidates will have the ability and desire to work the shift of Tuesday‑Saturday, 5:00 AM -2:00 PM.
Consistently named a Top Workplace, we have a long‑standing reputation for superior customer satisfaction and solutions that are fast, accurate, and scalable. FinScan®, one of our most recognized products, is used by our clients in over 60 countries to identify potential money laundering and terrorist financing threats – helping to keep us all a bit safer.
What you will be doing:
- Application Support Analysts regularly use problem‑solving, communication, and SQL skills.
- You will combine knowledge of our products with your analytic and technical skills to provide superior assistance and issue resolution to customer inquiries that arise by email or phone.
- The issues you handle will vary from simple to complex and multi‑layered requiring:
- Analysis, investigation and trouble‑shooting of software and system functionality, integrations, product feature‑function and adoption issues.
- Creation and development of SQL scripts and other custom software processes.
- Collaboration with other teams and departments to assist with quicker issue identification and resolution and to provide them with customer insights that aid in development of bug fixes, new product functionality and features.
- You will not be bored! You'll find variety and interesting new challenges each day enabling you to continually grow your skills as you interact and learn from other teams.
- Unlike traditional support roles, at Innovative you get to:
- Perform simple product installations – providing a pathway into professional services or hosted consulting, pre‑sales, engineering, product management and more.
- Write knowledge‑base documentation and assist with expansion of our self‑service portal and customer happiness by helping to develop top‑notch training modules and videos.
- Provide insights that will be used to improve existing solutions and plan those of our next generation.
You are great at and have:
- Degree in Information Technology or Systems, Computer Science, mathematics, science, or related STEM concentrations. Minimum 2:2 is required.
- Experience with SQL databases and SQL programming language.
- Highly analytic with strong problem‑solving and creative thinking skills.
- Excellent verbal and written communication skills in English proficiency of the English language at a native or business level.
- Willingness to be on call after hours in customer support rotation (very minimal).
It’s a plus if you have:
- Programming with at least one programming language such as C, C++, C#, .Net, Java, JavaScript, HTML, XML.
- Knowledge of the Fintech or financial services industry.
- Knowledge of SWIFT or other payment processing.
- Arabic, French, German, Spanish, Portuguese or other business level language / communication skills.
About us – we give you:
- First of all – we take time to learn about you. There are no robots or machines that are screening your resume for keywords.
- Next – we provide lots of challenge and chances for growth, a competitive salary, lots of time off, private medical insurance, and more.
- We also know how to do – fun!
Our people:
We are a diverse, multi‑cultural bunch! You will find friends here and in our offices abroad. You’ll always have someone to help out and to hang out with!
Sorry, but Innovative is not providing visa sponsorship for this position.
Application Support Analyst - EMEA employer: Innovative Systems, Inc.
Innovative is an exceptional employer that fosters a dynamic and inclusive work culture, offering flexible remote options across the UK and EMEA. Employees benefit from robust professional growth opportunities, collaborative cross-functional teams, and the chance to engage with leading global partners in the fintech and regtech sectors. With a commitment to diversity and equal opportunity, Innovative empowers its workforce to drive meaningful impact in compliance, payments, and data-driven risk management.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Analyst - EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Innovative Systems, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Innovative Systems, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Application Support Analyst - EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Innovative Systems, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Innovative Systems, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Innovative Systems, Inc.!
How to prepare for a job interview at Innovative Systems, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
