Application (SaaS Product) Support Analyst - Junior Level

Responsibilities:

• Provides comprehensive technical support for SaaS based products used by ACORD customers.
• Research, resolve, and respond to issues received via chat, calls, email, ticketing system, all in a timely manner, in accordance with defined SLA standards.
• Diagnose and troubleshoots end user problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
• Collaborate with cross-functional team members to enhance the product and services.
• Provide technical expertise during the deployment and upgrade of the software.
• Follow all standard operating procedures (SOP) through the effective us of Knowledge management.
• Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
• Assists with activities to triage and escalate any system or network outage to reduce downtime.
• Professionally and effectively answer questions for clients that may possess different levels of technical understanding.
• Log software issues, bugs or inconsistencies that are reported by clients using the internal JIRA tool.

Required Qualifications:

• 3+ years of experience in customer facing support environment.
• Experience supporting applications/products hosted on the cloud (AWS experience preferred)
• Excellent hands on knowledge of scripting technologies (shell, python), JIRA Jenkins, Zendesk (service management ticketing tool)
• Conceptual understanding of SQL queries (preferably on MY-SQL) and ability to debug complex queries, store procedures and functions.
• Experience in working on Windows, Unix platforms
• Ownership and participation in the incident and problem management processes, being accountable for resolution, root cause analysis.
• Ability to promptly escalate issues at the time of resolution in order to make them visible and seek guidance when needed.
• Ability to work both independently and within a team.
• Display a commitment to quality and strong multi-tasking skills.
• Strong experience triaging and supporting API product related issues (this should include profound in-depth understanding of API gateways and debugging skills using POSTMAN).

Preferred Qualifications:

• Associate/Bachelor's degree in Computer Science or related field .
• Knowledge and understanding of technology support.
• Utilize AWS services (CloudWatch, S3, ECS, etc.) to triage and retrace application logs and remedy or report bus as required of the situation.
• Good experience on Java with ability to analyze and debug application codes based on need.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to support customers operationally in the usage of APIs.
• Experience in customer service and relationship management.