Teamware Solutions (quantum leap consulting).

Job Summary
We are seeking a Application Support &amp; Customer Experience Analyst will serve as the primary user-facing support to ensure prompt acknowledgement of requests, accurate ticket creation, effective initial triage, and clear communication through resolution.
The position is designed to improve customer experience and user confidence while reducing the coordination burden on the offshore team, enabling technical specialists to focus on faster issue resolution.
Key Responsibilities
<ul>
<li>Distribution List Monitoring: Monitor assigned distribution lists during EST coverage hours and respond to all support requests promptly and professionally.</li>
<li>Ticket Creation and Administration: Create complete and accurate tickets in the designated service management platform, capturing the issue description, business impact, priority, user details, evidence, and troubleshooting already performed.</li>
<li>Response SLA: Provide an initial acknowledgement to the user within 15 minutes of receiving a request and communicate the ticket number, ownership, and next step.</li>
<li>First-Level Support: Perform initial diagnosis and provide approved workarounds or standard resolutions when applicable.</li>
<li>Triage: Support issue triage during onsite hours by validating severity, gathering logs and screenshots, reproducing issues where possible, and routing tickets to the appropriate resolver group.</li>
<li>User Perception Management: Maintain a positive user experience through clear, courteous, and proactive communication, including requests received through direct Microsoft Teams messages.</li>
<li>Resolution Coordination: Track open tickets, obtain progress updates from technical teams, communicate realistic timelines, and ensure users are informed through closure.</li>
<li>Offshore Handoff: Prepare concise, actionable handoffs for the offshore team, including current status, troubleshooting completed, business impact, pending actions, owner, and priority.</li>
<li>Knowledge Management: Document recurring issues, workarounds, troubleshooting steps, and known errors in Confluence or the approved knowledge repository.</li>
<li>Continuous Improvement: Identify recurring request patterns, communication gaps, and opportunities to improve support processes, self-service content, and response efficiency.</li>
</ul>
Service and Communication Expectations
<ul>
<li>Acknowledge all incoming requests within the 15-minute response SLA.</li>
<li>Use a professional, empathetic, and concise communication style across email, distribution lists, tickets, and Microsoft Teams.</li>
<li>Set clear expectations without committing to unconfirmed resolution times.</li>
<li>Provide regular updates based on ticket priority and business impact, even when there is no material technical change.</li>
<li>Confirm user acceptance before closure whenever required by the support process.</li>
<li>Escalate high-impact, aging, or at-risk requests according to the agreed escalation matrix.</li>
<li>Excellent verbal and written communication</li>
<li>Customer-focused mindset, attention to detail, ownership, and a proactive approach to follow-up</li>
</ul>
Work Location: In person

Application Support Analyst – L1 Technical Support & Customer Experience

Application Support Analyst – L1 Technical Support & Customer Experience

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