Application Support Analyst

Job Description

Role Overview: As an Application Support Analyst, you will provide first- and second-line functional support for ERP customers within a fast-growing ERP software environment. You will work closely with customers and internal teams to resolve application queries, deliver effective solutions, and ensure a high level of customer satisfaction while improving support efficiency using AI-assisted tools.

Key Responsibilities as an Application Support Analyst:

• Provide first-line functional support to customers by resolving application-related queries, reports, and user documentation issues.
• Maintain a high level of customer service by delivering clear and accurate responses.
• Prioritize customer issues and escalate critical problems when required.
• Contribute solutions to the FAQ database and knowledge base articles.
• Use AI-assisted tools to analyze issues, draft responses, and improve troubleshooting efficiency.
• Leverage AI and internal knowledge systems to identify root causes and recommended solutions.
• Route complex issues to the appropriate teams for resolution.
• Identify chargeable activities related to support services.
• Communicate effectively with internal teams and maintain accurate administrative records including timesheets.
• Continuously identify opportunities to improve support efficiency through automation and AI tools.

Qualifications:

• 2+ years of experience of working with ERP systems.
• Understanding of business and accounting processes.
• Experience using Jira Software or similar ticketing systems.
• Strong English communication and customer service skills.
• Excellent problem-solving ability, attention to detail, and time management skills.
• Ability to multitask and work effectively in a dynamic support environment.
• Experience using AI tools (e.g., Cursor, ChatGPT or similar) for troubleshooting, documentation, and customer communication.

If you’re an enthusiastic Application Support Analyst passionate about delivering excellent customer support and solving complex ERP system queries, apply now to join our team and help drive outstanding customer experiences.