IT Application Support Analyst at Duma works

Job Summary

The Application Support Analyst will be a performance driven professional providing value added input to improvements in our processes and product cap.

The person hired for the Application Support Analyst position will have a primary focus to provide direct customer support for inbound tickets; research and resolve issues; establish working relationships with customers to understand their business needs and facilitate the usage of our Bamba POS retail automation solution.

The Application Support Analyst will be a performance driven professional providing value added input to improvements in our processes and product capabilities.

IT Job Responsibilities

• Acts as the primary liaison to customers on their support and on-going usage needs of our Bamba POS retail automation Solution.
• Assesses the nature of customer problems, resolves application and administrative issues and escalates more complex issues to the appropriate technical support specialists or product team.
• Ensure customers are utilizing all appropriate features of the application
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Protect and insure the stability of the operational systems as well as maintain the integrity of the data they contain
• Maintain support tracking database by entering information
• Update job knowledge by participating in educational opportunities.
• Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value
• Proactively suggest ways of improving system stability, availability, performance and reliability.
• Maintain high renewal rate for assigned customers by maintaining regular communication and actively monitoring customer usage and needs.

Requirements for the IT Job

• Bachelor’s Degree in Computer Technology, Computer Information Management, Business Marketing and
• Management, Business Communications, Business & Information Technology, or related field required. (3 years of related experience or training may be considered as replacement for academic degree)
• Minimum 1 year’ work related experience
• Experience working with large and small retailers, and providing advice and direction to customer contacts
• Previous experience in ERP or Supply Chain applications would be desirable.
• Robust knowledge of computer networking, software, hardware and database navigation and terminology
• Well-developed verbal and written communication skills
• Excellent listening and customer service skills.
• Self-starting fast learner capable of absorbing high volumes of information to build integrated system and application understanding
• Ability to manage and properly prioritize issues of varying importance from multiple customers
• Must be flexible and able to multitask
• Excellent organizational and time management skills and attention to detail
• Experience providing effective training or instruction of systems or processes
• Must be able to use problem solving skills to determine scope of problems and/or questions while effectively communicating with both technical and non-technical staff
• Ability to resolve customer related issues in a timely and satisfactory manner
• Capability to form strong customer relationships as well as take responsibility for customer
• Ability to work effectively in a fast-paced and demanding environment, while adapting and adjusting to effectively handle changes in priorities and assignments
• Proficient computer skills including Microsoft Office computer programs, internet navigation and experience using customer relationship management systems
• Must be able to work and extend hours schedule when needed, including evening/weekend, and holidays.