Application Support Analyst

In this role, I will be responsible for: - Accurately logging customer requests via telephone, portal, and email using WinMan, ensuring every interaction is handled with care and responsiveness. - Acting as the first point of contact for customers experiencing WinMan-related issues, providing honest and transparent communication throughout the support process. - Promoting and supporting the use of the online customer portal, encouraging efficient and high-quality service delivery. - Assessing and prioritising new cases/queries, assigning resources appropriately, and taking ownership to ensure timely and effective resolutions. - Managing individual cases to ensure satisfactory outcomes, always striving to exceed customer expectations. - Investigating and resolving complex customer issues, applying analytical thinking and continuously improving my approach. - Maintaining up-to-date knowledge and skills to support the WinMan product, demonstrating a commitment to professional growth and service quality. - Liaising with other departments to ensure efficient case resolution, fostering teamwork and shared success. - Contributing to the internal knowledge base by writing, editing, and revising content, ensuring accuracy and clarity. - Clearly documenting problems and their resolutions to maintain transparency and traceability. - Escalating complex issues appropriately, respecting internal processes and collaborating to achieve prompt resolutions.