Application Support Analyst
About Teamified
Teamified works with top enterprises and digital native businesses in Australia helping them build their remote teams in India, Philippines and Sri Lanka. We pride ourselves with hiring great teams to work on exciting game changing technology. Teamified currently has 200+ engineers, testers, product managers etc. working across 20+ partners. We focus on uplifting the way organisations build and manage their remote teams through great working relationships, trust, integrity, culture and hiring processes. Additional to this we are building our own technology product offerings. We strive to deliver the best outcomes for our customers, our partners and our people.
About Our Client
Our client is a provider of specialized management software solutions for the global marina and marine facilities industry. Their platform supports marinas, boatyards, yacht clubs, harbours, and shipyards by centralizing core operational functions such as reservations, berth and space management, billing and payments, finance, and customer management into a single, streamlined system. Designed to improve efficiency, visibility, and control, the solution is available in a modern cloud-based environment, enabling secure, real-time access from anywhere while reducing administrative overhead. Trusted by marine operators worldwide, the client focuses on continuous innovation, reliability, and customer support to help businesses modernize operations and deliver a better customer experience.
About the Role
Working on more than one project at a time, and often at varying phases of support. This means you around support priority rather than the sequential arrival of cases. Understanding priorities, bug severity and client sensitivity is essential.
The main function of the role is to support our client’s customers, investigating reported issues, providing training and implementing software corrections, and managing client requests. You will be required to evaluate support priority, act on the priority, communicate or work with the customer to identify the issue. If required provide documented UAT’s to the developers, identify suitable workarounds, and follow up with resolved software through to Implementation and training if required. You will work alongside the developers whom write the solution with your goal of making it problem-free before being releasing to the clients.
You will need a solid understanding of the different client business types, the client's solution functionality and awareness of the types of related applications available to clients. In addition to problems within the program. Understanding the structure of the software will allow you to analyse it more thoroughly and make recommendations of changes. You will need to be able to communicate clearly to the clients and programmers as well as non-technical staff about what is required.
Key Responsibilities
Support
- Provide user and implementation support to customers, partners or staff to facilitate better operation of the client's products.
- Make sure customer support flows smoothly and turnaround time per issue is kept to a minimum
- Identify urgent and priority support, and escalate appropriately as/when required
- Provide prompt and professional response of user bug or support
- Establish and maintain good communication with clients to evaluate reported issues or provide
- training sessions
- Create and record user training videos
- Run group or individual training sessions to a high professional level.
- Document user documentation, the knowledge Bases, and user help.
- Document and time log all work
- Log and manage incoming support requests.
- Research and identify issues reported by customers, providing training as needed
- To communicate clearly and effectively to the developers to gain understanding of the solution to be applied to the support request should it involve development
- Install or upgrade systems or fixes as required
- Assist with version release testing and documentation
- Create video help documentation on all new features of NG with each version release
- Report on weekly support statistics and trends
General
- Maintain your skill level by studying current development tools, programming techniques, reading professional publications, and maintaining professional networks
- Protects company operations by keeping information confidential.
- Perform any other related duties incidental to the work described herein in support of the company.
- Purposes, implements and supports new technology solutions that improve business operations
Skills
- High attention to detail, capable to extract key information from the Customer regarding their reported issues
- Strong and effective inter-personal communication skills, both verbal and written, and the ability to interact professionally with a diverse group of clients and staff.
- System analysis
- User Training and user documentation development.
- Detailed understanding of the client's solution , code structure, operations and settings.
- Ability to multi-task and stay organized in a dynamic work environment.
- Encourage a positive “Can Do” attitude.
- Ability to "think outside the box".
- Capable of taking ownership of tasks at hand and delivering solutions without management.
- Skilled knowledge of computer languages, data structures, logic and flow-charting, computer program design methods and techniques, databases and writing program documentation.
- Database design and coding
- Ability to learn new programming languages.
- Good customer communication with a friendly attitude
- Proficient with SQL server, Windows OS and MS Offices
Benefits (IND):
- Flexibility in work hours and location, with a focus on managing energy rather than time.
- Access to online learning platforms and a budget for professional development
- A collaborative, no-silos environment, encouraging learning and growth across teams
- A dynamic social culture with team lunches, social events, and opportunities for creative input
- Health insurance
- Leave Benefits
- Provident Fund
- Gratuity