What are the responsibilities and job description for the Application Support Analyst position at Safe-Guard Products International LLC?
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Job Title: Enterprise Application Support Analyst (hybrid)
Location: US-GA-Atlanta (Sandy Springs)
FLSA: Exempt
#LI-Hybrid
Job Overview:
We are seeking a highly motivated and technically skilled Application Support Analyst to join our dynamic team. As an Application Support Analyst, you will play a crucial role in providing technical assistance and support to our clients in resolving software application issues. Your primary responsibility will be to ensure the smooth functioning of our software applications and provide timely resolutions to end-users. This is an excellent opportunity for someone who is passionate about technology, enjoys problem-solving
Job Responsibilities:
- Provide technical support to end-users by responding to inquiries, diagnosing and troubleshooting software application issues promptly.
- Collaborate with the development team to investigate and resolve complex technical issues.
- Analyze and document reported issues, including gathering detailed information and replicating the problem, to facilitate efficient problem resolution.
- Maintain accurate records of support activities and track progress using a ticketing system.
- Develop and maintain knowledge articles, troubleshooting guides, and FAQs to enable self-service support for end-users.
- Assist in testing new software releases, patches, and updates before deployment.
- Participate for 24/7 on call support with other team members.
- Participate in regular team meetings and contribute to the continuous improvement of support processes and procedures.
- Identify opportunities for process automation and provide suggestions to streamline support operations.
- Stay up-to-date with the latest industry trends and technologies to enhance technical skills and contribute to the team's knowledge base.
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Job Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 2 to 5 years experience in application support domain.
- Solid understanding of software applications and technologies.
- Familiarity with SQL databases and the ability to write complex SQL queries.
- Excellent problem-solving skills with a logical and analytical mindset.
- Strong interpersonal and communication skills, both written and verbal, to interact effectively with end-users and team members.
- Ability to work independently and collaborate effectively within a team-oriented environment.
- Proactive attitude towards learning and acquiring new technical skills.
- Experience with customer support or technical support roles is a must.
- Certifications related to application support or relevant technologies are advantageous.
Company Benefits:
- Medical, Dental, and Vision Insurance
- Flexible Spending Account
- Health Savings Account
- 401(k) Plan with Company Match
- Company-paid Short-Term and Long-Term Disability
- Company-paid Life Insurance
- Paid Holidays and Vacation
- Employee Referral Program
- Employee Assistance Program
- Wellness Programs
- Paid Community Service Opportunities
- Tuition Reimbursement
- Ongoing Training & Personal Development
- And More!
About Safe-Guard Products International:
Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.
For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.
Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.
