Application Support Analyst (New York)

New York, New York

Overview:

Polaris is seeking a highly motivated and resourceful individual to join our Application Support team. The ideal candidate will be excited about learning new technologies, has a can-do attitude, and is result driven. The Application Support Analyst will build trust by communicating effectively with clients the status of their tickets and addressing technical inquiries by setting appropriate expectations and managing them throughout the ticket lifecycle.

Responsibilities

  • Demonstrate the highest standards of customer care by effective communication, reporting, and handling of all customer issues
  • Support customers by answering queries regarding our suite of software products maintained in our ticket management system
  • Own customer issues from beginning-to-end resolution
  • Follow and ensure that the support processes and procedures are followed
  • Manage customer expectations
  • Internal escalation management
  • Determine the nature and the severity of the problem reported as per our predefined definitions.
  • Identify the scope and boundaries of the problem
  • Interact with development, product and IT infrastructure teams while managing ticket resolutions
  • Identify areas for improvement in the application and processes

Specific Tasks Include:

  • Develop and maintain trust with clients
  • Lead regular conference calls with clients
  • Provide afterhours emergency support on a rotational basis
  • Build out and maintain knowledgebase of application
  • Ticket resolution, to meet SLA commitments
  • Ticket management as per ITIL principals

REQUIREMENTS

Qualifications

  • Ability to work in the New York City office (core hours are Monday through Friday, 9:00 AM to 6:00 PM)
  • Bachelor’s Degree – preferably in Information Technology
  • 3+ years of experience – preferably in IT application support
  • Strong experience in Customer Support, with demonstrated ability dealing with escalated customer issues
  • Desire to work in an intense and fast paced startup environment
  • Creative problem-solving abilities and a passion for innovation
  • Ability to effectively influence and communicate cross-functionally
  • Excellent written and verbal communication skills
  • Detail oriented with the ability to multi-task
  • Experience with ticket management system such as Zendesk
  • Basic SQL, HTML/CSS knowledge a plus
  • Knowledge of ITIL v3 Fundamentals is a plus

BENEFITS

Compensation and benefits

  • Competitive salary commensurate with experience, plus bonus.
  • Benefits include medical, dental, vision, 401k plus match, etc.

Please submit application here: https://polarismp.workable.com/j/AA08493A12

**Polaris is an Equal Opportunity Employer**