Application Support Analyst

5 months ago

Rangiora, New Zealand Resolver Full time

We’re looking for an Application Support Analyst who is a hybrid problem-solver, business analyst and customer advocate. Weird combo?...not really, you’ll become an expert in supporting our complex enterprise software for our customer by playing the detective role in solving issues, being curious with your troubleshooting, and all while incorporating our mission to be loved by customers

The best part is that you'll be part of a global support team where you'll collaborate with other Resolverites in New Zealand, Canada & the UK If you’re passionate about technology and love a challenge keep on reading

**About Resolver**:
Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. The global pandemic has certainly taught us that the ability to manage uncertainty is the challenge of our generation. At Resolver we are transforming risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a scale-up, we have the innovative, non-hierarchical approach of a start-up blended with the stability and financial security of an enterprise. Resolver has been named one of Canada’s Great Places to Work five years in a row, our average tenure is 3 years and year over year 92% of Resolverites chose to stay with us.

**Let's break down the day-to-day a little further**:
**Customer Support (80%)**:

- Measures of Success: Respond to incoming customer support questions or issues by troubleshooting each situation and always providing the customer with the best possible solution_
- Solves problems through critical analysis, testing, consultative questioning and relationship-building to determine the root cause.
- Ensures the utmost courtesy, professionalism and politeness in both written and verbal customer contacts.
- Documents all customer contact for future reference, you must be able to channel your inner-librarian.
- Clearly sets and communicates expectations to customers plus internal stakeholders. Communication, communication, communication
- Collaborate with other internal teams to solve interesting problems.
- Answers advanced use case questions and applies business context to solutions.

**Customer Relationship Management (10%)**:

- Measures of Success: Manages the customer experience with the goal of achieving an NPS of 40._
- Addresses early escalations in breaks and/ or fixes with customers, also manages long-running support issues.
- Manages the customer experience with the goal of being loved by customers

**Projects (10%)**:

- Measures of Success: Participates in constantly enhancing the quality and efficiency of Resolver’s Technical Support Desk_
- Reviews documentation and customer case studies to devise ways of improving the efficiency of the support desk function
- Maintains current knowledge of Resolver's software line and a current understanding of the technical environments in which the software is being installed and used. You just can’t get enough of those techie blogs.

**More about you**:

- Post-secondary education or equivalent experience. We're not picky about what studied in school, more that you're ambitious and inquisitive
- 1-3 years' in a related field (software, IT, computer science, technical support
- You have exceptional written and verbal communication skills and get pumped speaking with customers
- You love tech and how tech solves business problems. More importantly, you learn quickly.
- You are a creative problem-solver who is passionate about solving problems for your customers.
- You have no problem working under time-pressure and multi-tasking. Same goes for switching up priorities.
- You love to make customers happy regardless of any obstacle
- Technical experience with relational databases including SQL & Oracle is a bonus.

**What we'll give you in return**:
We know how important diversity is in creating solutions for all people. Our vision is one where all people have the skills and confidence to harness the power of technology to create a better and more inclusive future. We have a comprehensive rewards package to show our team our appreciation for everything they do:

- Health and Wellness Benefits: extended health, dental and vision care We also offer a wellness/fitness reimbursement, that can go towards things like gym memberships, yoga classes, soccer membership fees or a bike.
- Pension KiwiSaver: KiwiSaver is a voluntary savings scheme tohelp set you up for your retirement. You can make regular contributions from your pay or directly to your scheme provider.
- Parental Top-Up Program
- Professional development: we have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback; we also have e-learning to meet the needs o

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