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Application Support Analyst

Legal IT/Systems
Job Term:
Salary Description:
Competitive + Benefits
Tower Connect
Job Ref:

Application Support Analyst - (Case Management/Workflow/SQL Server/3rd Line Support/London/Excellent Benefits)

A leading professional services software firm have an exciting new opportunity for an Application Support Analyst at their London office. This is a great opportunity to join a growing, successful company in a challenging  and rewarding position.

The main purpose of the role is to provide live support to clients based in the EMEA region using a variety of products. You will serve as the primary contact in assisting customers to effectively utilize the software to meet their firm’s business objectives


Main responsibilities will include:


  • Communicate and recommend complex business process, procedures and diverse information to resolve customer issues. Gather complete customer information, research internal knowledgebase and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to the customer’s business operation and document steps taken.  Field escalated problems and crisis customer issues providing communication to the customer and management staff.
  • Respond to and communicate timely and effectively with customers providing a professional, courteous and knowledgeable service.  Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions and customer account management skills. 
  • Acquire and maintain advanced level expertise of the software products operating platforms, in-depth knowledge of how customers can utilize or adapt the software to effectively manage their business both financially and operationally.  Provide consultative support across a sub-set of the product set or broad-based in-depth support for the entire product set.
  • Interact with colleagues to effectively resolve customer issues on a timely basis.  Coach, mentor and provide technical training to other analysts in the department to drive knowledge transfer.  Participate in team and cross functional meetings to contribute suggestions and solutions to increase effectiveness.  Develop and maintain subject matter expertise including specialty tools and utilities to troubleshoot and repair technical issues.


Desirable Skills and Experience:


  • Experience in technical/applications support
  • Technical knowledge of MS-Windows, MS SQL Server
  • Transact-SQL skills
  • Excellent organizational, time management, written and verbal communication skills
  • Strong coaching and mentoring skills


To be considered for this role it is really important that you have exceptional customer service skills, with expertise in troubleshooting and solving complex problems. You will also need to have solid experience in technical/applications support or related customer service experience in a software environment, strong technical knowledge of MS-Windows, MS SQL Server and fundamental concepts of SQL databases.


The company are offering a competitive salary along with a fantastic benefits package and an opportunity to advance your career working for a global leader.


Closing Date:

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