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Sr. Application Support Analyst - Pencil

oliverplus · 30+ days ago

Mumbai

Negotiable

Full-time

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OLIVER+ is a global team of creative thinkers, tech-savvy trendsetters, and production pros specialising in film, CGI, automation, AI, motion design, and digital/print content. We partner with over 300 clients in 40+ countries and counting. Our focus is to connect clients with high-quality solutions, talent and ambitious opportunities worldwide. 

As a part of The Brandtech Group, we're at the forefront of leveraging cutting-edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency, spark creativity, and drive insightful decision-making, empowering our teams to produce innovative and impactful results.

Role: Application Support Analyst

Timezone: BST

Location: Mumbai/Hybrid

About the role:

As an Application Support Analyst, you will be pivotal in supporting clients and users utilizing our SaaS platform, contributing to a dynamic 24/7 global team dedicated to exceeding client expectations and fostering their success. In this role, you will leverage a curious and sharp technical acumen to provide clients with expert guidance on best practices. Our cutting-edge AI tools streamline the creation of marketing assets, from insights to delivery. Your role is to provide exceptional application support to our clients and internal users, ensuring the smooth operation and optimisation our applications and platforms.

What you will be doing:

Deliver comprehensive application support to both clients and users.
Answer ‘how to’ technical and application configuration questions to our clients and users via calls, chat and emails
Assist in troubleshooting 1st and 2nd level technical queries and issues
Perform routine tasks, including technical analysis, troubleshooting, and stakeholder communication.
Maintain a deep understanding of the product to offer informed support and guidance.
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
Evaluate and suggest innovative solutions and workarounds for customer requirements.
Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems.
Work proficiently on Incident Management Tools, MS Excel, etc.
Manage and/or guide junior members of the team.

What you need to be great in this role:

Bachelor's degree in a relevant field
Experience Level: 1-4 years
Certifications in ITIL preferred
Ability to articulate solutions to complex technical problems clearly and simply
Proven experience in customer service, with a strong track record of effectively handling calls, live chat, and email correspondence.
Skilled in multitasking and managing multiple communication channels simultaneously with a focus on quality and responsiveness.
Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques.
Able to develop and interpret technical documentation for training and end-user procedures.
Good understanding of the organization’s goals and objectives.
Ability to absorb new ideas and concepts quickly.
Good analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to present ideas in business-friendly and user-friendly language.
Experience working in a team-oriented, collaborative environment

Our values shape everything we do:

Be Ambitious to succeed 

Be Imaginative to push the boundaries of what’s possible 

Be Inspirational to do groundbreaking work 

Be always learning and listening to understand 

Be Results-focused  to exceed expectations 

Be actively pro-inclusive and anti-racist across our community, clients and creations 

OLIVER+, a part of the Brandtech Group, is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential, and individual differences are valued and respected. All applicants shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status, or any other characteristic protected by local laws. 

OLIVER+ has set ambitious environmental goals around sustainability, with science-based emissions reduction targets. Collectively, we work towards our mission, embedding sustainability into every department and through every stage of the project lifecycle.'

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Last updated on Aug 28, 2024

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