Application Support Analyst

• As part of our Global Support Team, you will be providing application support for our Fleet Management Solution.
• Our Support Team operates on a follow-the-sun basis, so you will be assisting customers in United Kingdom and Europe, but also our customers from other regions where needed.
• Providing support via email and telephone using Zendesk.
• Taking ownership of incidents and thoroughly investigating by means of replication or background analysis of the incident to provide a solution.
• Work to SLA targets to ensure that resolutions are in place in a timely manner.
• Accurately logging all communication via Zendesk.
• Ensuring that all communication is professional, empathetic and courteous, and you are working to continuously ensure the company’s high standards of customer service.
• Identifying bugs in the system and logging the incidents with detailed replication steps to the development team to correct.
• Champion the use of help centre content to promote customer self-service wherever possible and contribute high-quality knowledge articles to enhance the content and reduce incoming support tickets.
• Use of Microsoft SQL Management Studio to query table data to extrapolate the cause(s) of issues.
• Deploying software on our Azure hosted environment and customers virtual machines.
• Utilising AI to make you more efficient.

• You must be analytically minded, a great problem solver, have an excellent attention to detail and most of all be a team player.
• While you are part of a global team, you must also be a self-starter and able to work autonomously.
• Proven experience in technical customer support and working in an application support role, preferably supporting SaaS products.
• Strong experience and understanding of how SaaS product work and are architected.
• Excellent written English language skills with excellent telephone manner.
• An intermediate to expert knowledge of Microsoft SQL and managing databases.
• Experience building relationships with clients and deescalating incidents.
• Able to work under pressure and experience of working in a fast-paced environment.
• Experience with managing tickets and prioritising your workload.
• Application support experience of 2+ years.
• Must have hunger to learn new skills.

Would be great (but not essential) if you had:

• Understanding of C#,
• Experience of ticketing systems like Zendesk.
• Experience of working in the SaaS industry.
• Experience in the Fleet Management industry.
• Experience using Microsoft Server and IIS.
• An understanding of APIs, web services and integrations.

An exciting opportunity has arisen to join Chevin Fleet Solutions Global Support team as an Application Support Analyst based remotely in the United Kingdom. Chevin are recognised as the world leading Fleet Management software provider with offices in the UK, Belgium, France, Australia and America, having customers in over 180 countries around the world., For 30 years, Chevin have been developing and delivering innovative software solutions for the global fleet management industry. Our products and services are used by some of the world’s leading companies such as Porsche, Ford, and Volkswagen through to global freight businesses and local authorities. We have built a powerful platform that allows businesses to efficiently manage the complete lifecycle of a fleet, streamlining processes, improving performance and ensuring compliance. Using multiple micro-services, we can deliver a modularised suite to manage everything from vehicles and assets, all the way to people, drivers, and technicians., An exciting opportunity has arisen to join Chevin Fleet Solutions Support team as an Application Support Analyst based remotely in the UK. Chevin are recognised as the world leading Fleet Management software provider with offices in the UK, Belgium, France, Australia and America, having customers in over 180 countries around the world.