Application Technical Support Analyst Jobs in Illinois

Following escalation procedures for incident and problem management.

End to end management of specific projects

Creating and management issus and incident tickets

Sharing knowledge within the team to ensure 24/6 global support.

Demonstrating effective customer service skills in communication

Minimum 3 years’ experience within an application support role

Experience with support ticketing systems and customer relationship management (CRM) software.

Diagnose and troubleshoot PatientIQ issues reported by customers and offer appropriate solutions. Escalate issues to the appropriate teams, when necessary.

Create and maintain knowledge base articles, FAQs, and troubleshooting guides for customers.

Collaborate with cross-functional teams to identify and implement process improvements to enhance customer support experience.

Proven work experience as a Technical Support Analyst or in a similar customer-facing role.

Excellent problem-solving and analytical skills with a keen attention to detail.

Build knowledge management through regularly documenting and sharing lessons learned, Q&A to the team’s knowledge base

Understand business requirements, build test cases and test software changes

Minimum 3 years of relevant work experience

Saas experience is an asset

Exceptional problem-solving skills, documentation and multi tasking skills

Excellent written and verbal communication skills