Technical Application Support Analyst

Date: Sep 20, 2022

Location: IN

Company: Cytel Software Corporation

Note: Need to work in 3rd Shift, (US West Coast timing)

 

At Cytel we have many customers that use our state-of-the-art adaptive and innovative design software. For us, everything starts and stops with our customer’s satisfaction. We are excited to begin our search for a Senior Technical Application Support Analyst to provide support to our SaaS and on-prem software customers. If you have outstanding customer service skills, excellent problem-solving skills and you are a team player and passionate about technology - consider joining our success at Cytel!

 

Responsibilities:

  • Provide exceptional application and technical support to our customers via phone, chat, support portal using remote assistance tools.
  • Recommend software application functionality and suggest improvements based on incident trends and customer feedback.
  • Establish root cause analysis of incidents.
  • Work well with cross-functional teams to resolve issues.
  • Take full ownership of support incidents to ensure SLA’s are met or exceeded.
  • Create and update knowledgebase articles and FAQ’s.
  • Carefully document all activities in a professional manner within the support incident tracking system.
  • Strong desire to learn new skills/techniques/processes.
  • Participate in after-hours on-call rotations.

 

Required Qualifications:

  • Bachelor’s degree
  • 3-5 years of previous experience with customer support and/or software implementation activities
  • Strong problem-solving skills
  • Strong ability to multitask in a fast-paced environment
  • Excellent communication skills to provide clear and empathetic customer support
  • Organized with strong attention to detail
  • Ability to adapt to continuously changing demands/priorities

 

Preferred Experience

  • Azure services such as Azure AD, App Services, Kubernetes, Application Insights.
  • MySQL and SQL.
  • JavaScript & React User Interfaces.
  • Working with and debugging REST API’s.

Why Cytel? 

  • Our collaborative working environment encourages innovation and rewards results, and we are proud to have one of the lowest turnover rates in the industry. 
  • In addition to competitive compensation, we offer an excellent benefit's package, annual bonus incentive, promote work-life balance, and the opportunity to grow with us! 
  • Work with respected experts and thought leaders