The Application Support Analyst provides support for application issues identified by internal and external customers. The analyst also monitors automated processes to insure successful completion. This position provides problem analysis, problem solving and problem resolution in addition to technical application support. This position will work closely with the Analytics team, the business team, and IT to offer continuous improvement to application performance.
Responsibilities/Duties: (not all-inclusive)
* Ensure the application delivers timely and appropriate response to user input * Recreate, troubleshoot, and resolve internal and external customer questions/problems in a professional and timely manner * Resolves and/or coordinates the resolution of technical issues utilizing resources from multiple departments * Record and maintain customer reported questions/problems in incident tracking system * Communicate effectively with both internal and external customers * Manage a workload of support issues on a timely basis * Provide written or verbal statuses to management on a timely basis * Create documentation for internal processes * All other duties as assigned
* Customer Service and/or Help Desk experience preferred * Experience with incident tracking systems and/or CRM solutions * Demonstrates investigative and diagnostic skills. * Experience troubleshooting custom code * Proficiency writing basic SQL queries * Experience with debugging SQL stored procedures * Experience with data conversion * Able to handle confidential information * Must be organized and detailed oriented including a well-organized system for handling work load * Demonstrated ability in prioritizing and handle multiple projects * Must be able/willing to work longer hours and later shifts, if necessary to support the department and our customers
* Bachelor's degree preferred: computer science, or business management * Minimum of 3 years support (and/or implementation) related work experience * Customer Service and/or Help Desk experience preferred * Healthcare and Insurance industry knowledge experience is desirable
* Writing SQL Queries: 1 year (Required) * Help Desk: 1 year (Required) * Support or Implementation: 3 years (Required)
Location: U.S. in Frisco, TX
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