Application Support Analyst

• Provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.
• Assist the customer providing guidance on best practices for utilizing platforms and applications effectively.
• Coordination of ticket resolution with internal, external and vendors teams.
• Escalation Management.
• Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).
• Continuous service improvement to reduce incidents and their impacts.
• Overall Tickets backlog management.
• Salesforce knowledge is a plus.
• Participate in 24X7 on-call rotations and provide after-hours support as needed.
• Excellent organizational skills and attention to detail.
• Excellent communication and interpersonal skills.
• Fluency in English
• Structured and analytical problem-solving and solution-identifying in complex environments.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Ability to multi-task and use good business judgement.
• Eagerness to learn and adapt to new technologies and processes.
• Strong customer service orientation.

dentsu