Junior Application Support Analyst

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Junior Application Support Analyst - Hybrid (3 days in office)
Job: 1+ Year Experience
Annual Income: $65K - $75K
A valid work permit is necessary in the US

About us: Patterned Learning is a platform that aims to help developers code faster and more efficiently. It offers features such as collaborative coding, real-time multiplayer editing, and the ability to build, test, and deploy directly from the browser.

Are you passionate about exceptional customer service and have a knack for solving problems? If so, then this Application Support Analyst (SQL) role at [Your Company] is the perfect opportunity for you!

In this critical role, you'll be the first line of defense for our valued customers, providing exceptional support and troubleshooting their application issues.

Responsibilities:

• Deliver exceptional customer service, ensuring satisfaction and driving high renewal rates.
• Perform thorough QA checks on all support call resolutions, maintaining the highest quality standards.
• Develop insightful reports using SQL Server Reporting Services (SSRS) to analyze trends and identify areas for improvement.
• Create datasets to analyze and replicate customer issues, pinpointing the root cause.
• Troubleshoot software issues by analyzing database log files.
• Track and meticulously document all customer issues within our ticketing system.
• Diagnose reported issues, differentiating between changes and bugs, and communicate findings effectively.
• Possess a solid understanding of the Software Development Lifecycle (SDLC) to foster smooth collaboration with internal teams.
• Develop and maintain positive working relationships with customers and internal resources.
• Conduct on-site visits to perform preventative maintenance on customer systems.
• Implement and improve remote monitoring tools to proactively identify and address potential issues.
• Utilize our knowledge base and ticketing system effectively to troubleshoot issues and document solutions.
• Access customer databases for in-depth analysis and troubleshooting.
• Resolve application issues efficiently, minimizing escalation to higher support tiers.
• Manage conference calls with key stakeholders, ensuring clear communication.
• (Bonus) Diagnose and troubleshoot C# code, and dissect stored procedures.

Minimum Requirements:

• A strong commitment to providing exceptional customer service.
• Excellent analytical and problem-solving skills.
• Proficiency in SQL Server Reporting Services (SSRS).
• Experience working with database log files.
• The ability to document solutions clearly and concisely.
• A solid understanding of the Software Development Lifecycle (SDLC).
• Excellent communication and interpersonal skills.
• Proficiency in a ticketing system and knowledge base management.
• (Bonus) Experience with C# coding and stored procedures.

We offer:

• The opportunity to make a real impact on our customers' success.
• A dynamic and collaborative work environment where you can learn and grow.
• The chance to work with cutting-edge technologies.

Ready to become a customer hero and build a rewarding career in technical support? Apply today!

Why Patterned Learning LLC?

Patterned Learning can provide intelligent suggestions, automate repetitive tasks, and assist developers in writing code more effectively. This can help reduce coding errors, improve productivity, and accelerate the development process.

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

Software Development