Alemba - Work for Alemba - Application Support Analyst

Application Support Analyst

Permanent • Santa Ana, California

Reporting to the VP Customer Service, the Application Support Analyst provides first and second line support to customers, ensuring fast and concise responses to calls logged on our VMware Service Manager Support system. Alemba has a “follow the sun” global service offering with service desks in 3 regions (Australia, UK and USA).

Duties & Responsibilities:

  • Receive customer support calls and accurately log and profile them
  • Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible
  • Research issues and interrogate support materials and Alemba’s knowledge bank to source solutions
  • Log bugs and major incidents with 3rd line support
  • Perform customer call backs and monitor calls through to resolution
  • Actively manage customer satisfaction and provide timely updates on call progress
  • Provide advice and guidance on how best to configure systems to meet customer requirements
  • Pursue system traces or queries concerning customer databases in order to gather enough information to be able to triage calls and assess the need for workarounds or application fixes
  • Roll out version upgrades for customers and where necessary, carry out customization rewrites or migrations
  • Engage in small managed development projects such as system connectors and screen designs
  • Perform occasional customer site visits as required

Qualifications/Experience:

  • Experience of working in a customer facing or customer service role would be considered beneficial
  • Proven technical application support experience is required
  • Experience of troubleshooting and service support would be beneficial
  • Working knowledge of web protocols and infrastructure required
  • SQL Query experience required
  • Strong technical skills in JavaScript, SQL, HTML and CSS would be advantageous
  • Experience of logging product/development issues in ITIL/ ITSM systems is required

Personal & Professional Qualities:

  • High energy team player who is able to self-manage
  • Good attention to detail and accuracy
  • Excellent verbal and written communication skills
  • Communicates well with both internal and external customers
  • Willingness to work within in a 24/7 shift plan

Please contact Caroline Taylor (HR Manager) for more details or apply here.