Description:
We are currently hiring for an Application Analyst, on behalf of a European Software Vendor for their Dubai office. The client requires an experienced analyst/consultant in customer service/IT who is both independent/collaborative, and is self-driven, constantly looking to learn something new and become a subject matter expert (SME) for various technical and product related functionalities.
Responsibilities:
- Engage in a 24/7 shifting work schedule to facilitate customer requests via Hotline calls & ticketing system.
- Involve in L1 / L2 techno-functional support for diverse applications and provide optimal resolutions adhering to customer SLA and support metrics/KPIs.
- Perform remote troubleshooting for the reported incidents by coordinating with customer operations-IT through diagnostic techniques and pertinent questions.
- Liaise with internal cross functional teams( SWD, product development, IT, QA departments etc. ) when required and provide on time resolutions.
- Pro-actively monitor hosting and application services ensuring system availability and performance for customer operations.
- Maintain detailed documentation on the support requests and provide knowledge transfer sessions within the team.
- Involve training on various technical and product related functionalities to adhere and improve customer support processes.
Requirements:
- Minimum 3-8 years of IT experience with at least 2-3 years in customer services and technical support.
- Prior experience on SCM / Warehouse management systems is an added advantage.
- Good hands-on experience primarily with,( not applicable to logistics consultant* )
- AS400( RPG , COBOL programming languages)
- C, C++
- SQL.
- Possess strong problem-solving and analytical skills.
- Possess excellent communication skills in English.
- Exposure to web services.
- Python.
- Knowledge on databases like IBM DB2 / MYSQL.
- Knowledge on Windows and Linux operating systems.