Technical Analyst

• Support customers and coaches primarily in EMEA but you will also work with end users in APAC and the Americas
• Field incoming problem tickets, as a Tier 2 resource, providing technical support to teams within the organization, and to external clients when required
• Managing ticketed query system and ensuring requests, issues and resolutions are kept up to date
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution
• Analyse issue resolution data, make recommendations for support process improvement, and assist in the implementation of changes
• Communicate application problems and issues to key stakeholders, including management and development team members
• Test fixes and perform post-resolution follow-up to ensure problems have been adequately resolved
• Work cooperatively with development, release and quality assurance personnel in the design, testing, and delivery of custom developed applications
• Test the delivered functionality in real-world scenarios and collaborate with external and internal development teams to address issues found during UAT, and validates that corrective actions taken by development resolve those issues
• Manage the client onboarding set-up, from close to launch date

• A bachelor’s degree in an IT-related field or equivalent amount of experience and/or training
• A minimum of 2 years of experience in an application support, or equivalent type of role
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
• Hands-on knowledge of SQL in a SQL Server environment and the ability to write simple SQL queries
• Experience providing application support services to defined SLAs
• Strong customer-focus, as well as the desire and ability to work directly with customers
• Basic knowledge of system security
• Highly self-motivated, self-directed, professional and reliable
• Able to absorb new ideas and concepts quickly
• Ability to approach support issues analytically, as well as understand and solve problems efficiently
• Ability to effectively prioritise and execute tasks in a high-pressure environment
• Ability to present ideas in business-friendly and user-friendly language
• Very strong customer service orientation
• Excellent written, oral, interpersonal, and presentational skills
• Experience working in a team-oriented, collaborative environment
• Experience working with cloud-based systems
• English fluent, any additional language is an asset

any additional language is an asset

every member of our team gets to experience the superpower that is coaching for themselves, among some other pretty incredible rewards