Senior application support analyst

Technical Support Monitor and refine metrics to be used as a baseline for monitoring. Serve as the third point of contact for customers seeking technical assistance over the phone, live chat, or email if this cannot be resolved by the first line of support. Ensure each individual complaint is properly dealt with, minimizing financial and reputational damage. Holistically assess customer problems so areas of concern may be identified. Determine the best solution to the problem and the information provided by the customer. Walk the customer through the problem‑solving process. Escalate an unresolved problem to the development personnel immediately. Follow up on the escalation and ensure resolution. Ensure the customer is appropriately informed. Escalate when resolution does not occur within the agreed time. Manage the incident queue for escalation to the development team where necessary, including triage and re‑prioritization. Respond to outages and failures when and where needed. Improv...