Job Ref: 215318255

Date: 2021-12-03 16:53:35

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Application Support Analyst (1st Line) x 3

This is a great opportunity for recent Graduate's or Applications/Software Professional's seeking rapid progression in a market-leading software company.

You will receive full training on the business' bespoke software offerings as well as the opportunity for long-term progression into a Senior Software Support or Software Development position.

Role/Responsibilities:

Resolve logged calls to pre-agreed internal or client SLA
Manage client support requirements in priority order
Timely and appropriate escalation of calls to relevant expertise
On-going maintenance of accurate and detailed client records on Support System to ensure all other Kx users understand actions, decisions and communication
Flag potential failures against SLAs in a timely fashion to enable escalation
Accurately log email support requests onto Kx Support System
Timely and accurate communication with Account Managers and Project managers to ensure they understand client status or risks
Timely and accurate communication to Account Managers when client support calls are re-allocated back to them
Timely, accurate and appropriate communication with Clients to ensure they are kept informed of actions being taken
Escalation of client issues before Kx reputation becomes at risk

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