Kerkohet Application Support Analyst
About Albania Tech Services
Albania Tech Services is an industry expert who focus solely on delivering smart, intuitive technology to meet our customers’ evolving needs.
Our clients range from gastropubs to 5-star spa hotel resorts and our software supports their profitable growth.
One Vision, One Goal - Challenge, Create, Elevate
Job Specification: Application Support Analyst
We are seeking talented Application Support Analysts to join our team and provide exceptional support to our customers in the hospitality industry.
Whether you have industry experience and are looking for a fresh challenge and growth opportunities, eager to learn and kick-start your career, we welcome your application. Successful candidates will bring the right skills and mindset to become valuable members of our dynamic and expanding team. Proficiency in written and spoken business English is essential.
Once trained and proven, there may be an opportunity for some hybrid work, allowing for remote work flexibility.
Ideal Candidate Profile: As an Application Support Analyst, you will prioritize exceptional customer service, approaching every interaction with a positive attitude and a focus on customer success. You should be highly organized, able to manage multiple tasks effectively, and communicate clearly with customers to keep them informed. A logical, step-by-step approach to troubleshooting and fault diagnosis is essential.
Proficiency in Microsoft Office applications, internet, and email is required. Previous experience with helpdesk ticketing systems and remote support technology is a plus.
• Positive outlook, with a clear focus on providing excellent customer service
• Drive for continuous learning, personal development, and knowledge sharing
• Excellent organisation skills and time management
• Approachable, able to build rapport and diffuse concerns or frustrations
• Able to see things from the user’s point of view and focus on the required outcome
• A team player who is driven to help others and gains satisfaction from doing so
Key responsibilities and accountabilities:
• Follow agreed standards for logging, recording, and resolving support cases, ensuring SLAs are met and customer responses are sent in a timely fashion.
• Manage call escalations whilst keeping the customer informed on progress at every stage.
• Liaise with development, engineering, and training teams for daily support ‘surgeries’ to seek assistance on outstanding support cases requiring their intervention.
• Ensure that all customer records and documentation are maintained and updated as necessary.
• Ensure any potential enquiries for additional software modules, training and hardware are properly recorded and passed to the sales, training, and engineering teams for follow-up.
• Take part in the internal software beta testing program to ensure familiarity with forthcoming releases and that any bugs found are properly recorded and fed back into the development process
Skills and Experience:
• Windows Operating Systems
• TCP/IP networking
• Simple Help / Webex technologies
• Microsoft Azure Infrastructure
• Microsoft SQL Server
• Microsoft IIS
• Windows Server Administration
• Office 365 Power Platform
• Remote Desktop Services (RDS)
Please apply by sending your CV via email: [email protected]
Apply
About Albania Tech Services
Albania Tech Services is an industry expert who focus solely on delivering smart, intuitive technology to meet our customers’ evolving needs.
Our clients range from gastropubs to 5-star spa hotel resorts and our software supports their profitable growth.
One Vision, One Goal - Challenge, Create, Elevate
Job Specification: Application Support Analyst
We are seeking talented Application Support Analysts to join our team and provide exceptional support to our customers in the hospitality industry.
Whether you have industry experience and are looking for a fresh challenge and growth opportunities, eager to learn and kick-start your career, we welcome your application. Successful candidates will bring the right skills and mindset to become valuable members of our dynamic and expanding team. Proficiency in written and spoken business English is essential.
Once trained and proven, there may be an opportunity for some hybrid work, allowing for remote work flexibility.
Ideal Candidate Profile: As an Application Support Analyst, you will prioritize exceptional customer service, approaching every interaction with a positive attitude and a focus on customer success. You should be highly organized, able to manage multiple tasks effectively, and communicate clearly with customers to keep them informed. A logical, step-by-step approach to troubleshooting and fault diagnosis is essential.
Proficiency in Microsoft Office applications, internet, and email is required. Previous experience with helpdesk ticketing systems and remote support technology is a plus.
• Positive outlook, with a clear focus on providing excellent customer service
• Drive for continuous learning, personal development, and knowledge sharing
• Excellent organisation skills and time management
• Approachable, able to build rapport and diffuse concerns or frustrations
• Able to see things from the user’s point of view and focus on the required outcome
• A team player who is driven to help others and gains satisfaction from doing so
Key responsibilities and accountabilities:
• Follow agreed standards for logging, recording, and resolving support cases, ensuring SLAs are met and customer responses are sent in a timely fashion.
• Manage call escalations whilst keeping the customer informed on progress at every stage.
• Liaise with development, engineering, and training teams for daily support ‘surgeries’ to seek assistance on outstanding support cases requiring their intervention.
• Ensure that all customer records and documentation are maintained and updated as necessary.
• Ensure any potential enquiries for additional software modules, training and hardware are properly recorded and passed to the sales, training, and engineering teams for follow-up.
• Take part in the internal software beta testing program to ensure familiarity with forthcoming releases and that any bugs found are properly recorded and fed back into the development process
Skills and Experience:
• Windows Operating Systems
• TCP/IP networking
• Simple Help / Webex technologies
• Microsoft Azure Infrastructure
• Microsoft SQL Server
• Microsoft IIS
• Windows Server Administration
• Office 365 Power Platform
• Remote Desktop Services (RDS)
Please apply by sending your CV via email: [email protected]
Apply