Application Support Analyst - Remote

Overview

As an Application Support Analyst at Xogene, you will support software solutions by managing technical issues and ensuring customer satisfaction.

In Short

• Monitor ticket queue and manage tickets according to Support SLA.
• Investigate and resolve tickets submitted to the Support Team.
• Work with product and development teams to understand severity and impact of reported customer issues.
• Triage tickets and escalate as appropriate to team members.
• Respond to customer tickets informatively and with professionalism.
• Participate in daily, weekly, and monthly reporting requirements.
• Maintain Support knowledgebase articles and add additional articles as required.
• Provide timely updates to the Support Lead on the progress of tickets.
• Collaborate on the creation and maintenance of training guides, FAQs, and other user documentation.

Requirements

• Bachelor’s degree or 4 years of commensurate experience.
• Minimum of 1+ years in a customer service or software support position.
• Outstanding customer service skills.
• Excellent analytical and problem-solving skills.
• Desire to learn software solutions and quickly onboard utilizing training documentation.
• Ability to multitask and prioritize is a must.
• Good organizational skills and detail-oriented mindset.
• Ability to adapt quickly and shift priorities in fast-paced environment.
• Proficiency with knowledge management and bug reporting tools.
• Excellent English verbal and written communication skills.

Benefits

• Opportunities for growth and a clear career progression path with increasing responsibility as skills develop.
• Mentorship from industry experts working at the intersection of AI technology and business strategy.
• Exposure to cutting-edge AI technologies including LLMs and conversational systems.
• Competitive compensation package including comprehensive benefits.
• A results-oriented culture that values innovation, responsibility, and professional excellence.