Junior Application Support Analyst (SQL)

Patterned Learning Career

Sep 20

Applications are closed

Job
Full-time
Junior Level
Customer Relations
IT & Cybersecurity
Saskatoon
Remote

Requirements

A strong commitment to providing exceptional customer service.
Excellent analytical and problem-solving skills.
Proficiency in SQL Server Reporting Services (SSRS).
Experience working with database log files.
The ability to document solutions clearly and concisely.
A solid understanding of the Software Development Lifecycle (SDLC).
Excellent communication and interpersonal skills.
Proficiency in a ticketing system and knowledge base management.
(Bonus) Experience with C# coding and stored procedures.

Responsibilities

Customer Champion: Deliver exceptional customer service, ensuring their satisfaction and driving high renewal rates.
Quality Assurance Pro: Perform thorough QA checks on all support call resolutions, maintaining the highest quality standards.
Data Storytelling with SQL: Develop insightful reports using SQL Server Reporting Services (SSRS) to analyze trends and identify areas for improvement.
Data Detective: Create datasets to analyze and replicate customer issues, pinpointing the root cause.
Database Sleuth: Leverage your expertise to troubleshoot software issues by analyzing database log files.
Ticketing & Documentation Master: Track and meticulously document all customer issues within our ticketing system, ensuring clear communication and resolution history.
Problem-Solving Partner: Diagnose reported issues, differentiating between changes and bugs. Communicate findings effectively to analysts, developers, and sales consultants.
SDLC Savvy: Possess a solid understanding of the Software Development Lifecycle (SDLC) to foster smooth collaboration with internal teams.
Building Relationships: Develop and maintain positive working relationships with customers and internal resources, fostering a collaborative environment.
Proactive Problem Prevention: Conduct on-site visits to perform preventative maintenance on customer systems, optimizing stability and control (Exacta software).
Remote Monitoring Guru: Implement and improve remote monitoring tools to proactively identify and address potential issues within customer systems.
Knowledge Base & Ticketing System Expert: Utilize our knowledge base and ticketing system effectively to troubleshoot issues and document solutions.
Data-Driven Decisions: Routinely access customer databases for in-depth analysis and troubleshooting.
Minimizing Escalations: Resolve application issues efficiently, minimizing the need for escalation to higher support tiers.
Communication Hub: Manage conference calls with key stakeholders, ensuring clear and concise communication.
Coding Connoisseur (Bonus): Your ability to diagnose and troubleshoot C# code, and dissect stored procedures will be a valuable asset.

FAQs

Is this position remote?

Yes, this position is fully remote.

What is the salary range for this role?

The annual income for this position is between $65K and $75K.

Is a valid work permit required for this position?

Yes, a valid work permit is necessary to work in Canada.

What is the required experience for this position?

A minimum of 1 year of experience is required for this junior role.

What types of skills are necessary for this role?

Strong analytical and problem-solving skills, proficiency in SQL Server Reporting Services (SSRS), and a solid understanding of the Software Development Lifecycle (SDLC) are necessary.

Are there opportunities for career growth or learning in this position?

Yes, this role offers a dynamic and collaborative work environment where you can learn and grow, as well as the chance to work with cutting-edge technologies.

Is experience in programming necessary for this job?

While not required, experience with C# coding and stored procedures is considered a bonus.

Will I be required to interact directly with customers?

Yes, you will be the first line of defense for our customers, providing support and troubleshooting their application issues.

What tools will I be using in this position?

You will utilize SQL Server Reporting Services (SSRS), a ticketing system, and knowledge base management tools.

Is there a focus on preventative maintenance in this role?

Yes, you will conduct on-site visits for preventative maintenance on customer systems to optimize stability and control.

Patterned Learning Career

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Technology

Industry

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Employees

Mission & Purpose

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