Application Support Analyst
Core
Deliver rapid and effective assistance to customers across phone and ticketing channels, addressing routine and semi-routine inquiries while triaging tickets for escalation.
Role type
Frontline Application Support Analyst
Builds
Customer support operations for a global Healthcare Operations Platform
Domain
Healthcare / SaaS Application Support
Deliverable
client delivery
Required skills
IT Operations, Windows enterprise environment support, SaaS infrastructure management, Microsoft SQL Server, Microsoft Windows Server, Zendesk, ticket triage, queue management, remote access technologies (Citrix), IIS Administration
Preferred skills
Payroll systems knowledge, MCITP, MCSA, VCP certifications
Technologies
Microsoft SQL Server 2018+, Microsoft Windows Server 2018+, Zendesk, Citrix, IIS
Responsibilities
Deliver clear and responsive communication to customers across phone and ticket channels, perform efficient ticket triage and categorization, manage support queues for high-volume inbound requests, escalate issues to higher-level support, apply foundational knowledge of company products to resolve common inquiries, document all resolutions and steps taken.
Seniority
Junior to Mid-level, hands-on IC