Application Support Analyst

- Provide application support via Zoho Desk and remote access to customers, logging and following up on problems in a database - Develop and manage support help websites, enhancing automated features and facilities (e.g., searchable databases, customer forums) - Carry out administration duties related to the database of existing customer problems - Ensure client systems are fully operational, restoring any loss of service in a timely manner - Maintain high levels of service to customers, adhering to SLAs for response and restoration times - Perform problem determination, workaround resolution, root cause analysis, and major incident management - Guide clients through corrective steps by identifying problems and researching answers - Undertake remote control over customers computers when necessary to resolve issues - Write and maintain documentation and FAQs to improve client references - Identify problems and recommend changes to improve system/software performance - Create technical documentation for user manuals and for 1st Line Support staff - Maintain solution and application support documentation to the highest quality and accuracy - Update knowledge through educational opportunities and maintaining personal networks