Application Support Analyst – English and French Speaking

I am on the search for a talented and passionate English and French-speaking Application Support Analyst to join my highly successful international client.

You will be an integral part of the Client Support team, providing expert application support to clients across the UK and Europe. Your primary responsibilities will include troubleshooting and resolving complex technical issues, ensuring the smooth operation of support functions.

In this fast-paced role, you will be expected to handle challenging technical problems while delivering exceptional customer service.

Key Responsibilities:

• Technical Support: Offer expert support for a suite of products, including diagnosing and resolving issues, suggesting solutions, and advising on best practices.
• Issue Resolution: Analyse and address customer issues using your technical expertise and training provided.
• Customer Interaction: Regularly engage with customers through support calls, manage open tickets, prioritise tasks based on customer impact, and advocate for their needs.
• Collaboration: Work closely with the Head of Application Support and cross-functional teams to support the release management cycle for customers.
• Ticket Management: Oversee ticket queues, ensuring proper triage and distribution among the Client Support team.
• Team Mentorship: Provide guidance and training to junior team members, supporting their professional development.
• Escalation Handling: Collaborate with 3rd Line Engineers to resolve complex technical issues.
• Product Issues: Communicate product issues to internal Development and QA teams, ensuring that defects are properly understood and resolved.
• Documentation: Develop and maintain technical documentation, including support guides and process documentation.

Qualifications & Experience;

• Strong commercial experience in application support or a related technical role.
• Fluent in both English and French.
• Strong technical skills, including experience with enterprise applications, databases, and scripting languages.
• Excellent problem-solving and analytical abilities, with the capability to troubleshoot complex issues and implement effective solutions.
• Strong communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams and explain technical concepts to non-technical stakeholders.
• Ability to work independently and manage multiple priorities in a dynamic environment.
• Exceptional customer service skills, with a strong focus on delivering positive user experiences.
• Proficiency in Microsoft Office or equivalent software.

This role offers an exciting opportunity to join a dynamic international organisation, where you will have the chance to further develop your technical skills while making a meaningful impact on customer satisfaction and the overall success of the support team.

If you're an experienced Application Support professional who is fluent in French and English and looking for your next challenge, I'd love to hear from you.

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