Senior Support Analyst

Primary Responsibilities: Provide Level 1/Level 2 product support for customer issues Investigate, resolve, and provide root cause analysis for reported application issues Use SQL scripts to create queries and troubleshoot stored procedures Use SQL Profiler to identify the root causes of issues Communicate timely updates to customers using appropriate incident tracking tools Quickly establish rapport and maintain credibility with diverse customer groups Coordinate effectively with customers, development teams, and internal support teams Work with customers to gather product requirements, analyze and document them before passing to the product management team Escalate complex issues to Level II/Level III analysts or development teams Follow established guidelines and industry best practices to resolve customer issues Required Skills/Qualifications: 0–2 years of experience in application support Willingness to work night shifts Strong written and oral communication skills Good documentation skills and ability to communicate professionally with customers Fluency in written and spoken English