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Junior Application Support Analyst (SQL)

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Patterned Learning Career

5d ago

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

AI generated summary

  • You should have strong customer service skills, analytical abilities, SQL Server Reporting Services proficiency, and experience with databases. Knowledge of SDLC and ticketing systems is essential; C# is a plus.
  • You will deliver exceptional customer service, analyze data with SQL, troubleshoot issues, perform QA checks, document solutions, collaborate with teams, and prevent problems proactively.

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 fully remote?

Yes, this position is fully remote.

What is the annual salary range for this role?

The annual income for this role ranges from $65K to $75K.

What qualifications are necessary to apply for this job?

A valid work permit for the US and at least 1 year of experience are necessary to apply for this position.

What skills are required for a Junior Application Support Analyst?

Required skills include exceptional customer service, strong analytical and problem-solving skills, proficiency in SQL Server Reporting Services (SSRS), experience with database log files, and a solid understanding of the Software Development Lifecycle (SDLC).

Is experience with C# coding beneficial for this role?

Yes, experience with C# coding and stored procedures is considered a bonus and can be a valuable asset for this role.

Will I be responsible for managing customer issues?

Yes, you will be responsible for tracking, documenting, and resolving customer issues within our ticketing system.

What type of customer interactions can I expect in this role?

You can expect to deliver exceptional customer service, manage support calls, and develop positive relationships with customers.

Are there opportunities for professional growth in this role?

Yes, you will work in a dynamic and collaborative environment where you can learn and grow, working with cutting-edge technologies.

What tools will I need to use for this position?

You will need to utilize SQL Server Reporting Services (SSRS), a ticketing system, and a knowledge base for troubleshooting and documentation.

Will I be involved in proactive problem prevention?

Yes, you will conduct on-site visits for preventative maintenance and implement remote monitoring tools to proactively identify and address potential issues.

Patterned Learning Career

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Technology
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Mission & Purpose

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