Summary:
To support our rapid growth we now have an opportunity for an Application Support Analyst to join our expanding team.
The role:
Your main responsibilities will include:
- The primary point of contact for support calls, conducting the initial triage of new cases and providing updates on existing cases
- Working with 3rd party and client 1st line support desks in the resolution of cases, as well as providing 1st line support for respective customers
- Liaise with Customers on a daily basis and, where possible, resolve queries or provide targeted resolution dates based upon release dates agreed and published at the DMM
- Maintenance of the Salesforce environment on a daily basis, assessing cases raised by clients and responding within published Support SLAs
- Logging of agreed defects into the internal Defect Tracking System and ensuring that cases in both tracking systems are synchronised
- Identification and recording of FAQs, common solutions and user feedback for review by the Product Design team
- Maintenance of the Planning and Sales Platform Knowledge Base
- To follow escalation processes as per the support working practises
- Testing of support case fixes where appropriate
- Account management – creation, administration and disabling of user accounts for trial and live purposes
- Business As Usual (BAU) tasks – assisting with these regular data update and reporting activities from a delivery/support perspective (including testing as required)
- Preparation of documentation/training material to back up the support process and related tasks
Working with the delivery team to understand and review features under development in preparation for their release.
The ideal candidate will have:
Competencies and Knowledge:
- Time management skills
- Good communication skills
- Presentation skills
- Analysis skills
- Client relationship management
- Independent Financial Advice business
- Compliance and regulated sales
- DT’s Planning and Sales Platform
- Client needs and implementation
- Lateral thinker
- Attention to detail
- FPC qualification or equivalent
- Time management certification
Our offer:
We can offer an attractive salary and benefits package.
Other details:
The position is based full time at our office in the centre of Reading.
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