Application Support Analyst Team Lead

Overview

The Role

As the Application Support Analyst Team Lead, you will lead a proactive application support team focused on service excellence that contributes to the satisfaction and retention of Kortext customers. You will act as a responder and an escalation point for the team, helping to document processes within the team and for interaction between Application Support and other functions. You will use a data-driven approach to understand and improve team performance, and instil a customer-centric approach.

Responsibilities

• Monitor and triage incoming support tickets in line with existing SLAs
• Troubleshoot data, infrastructure and application related issues, including interrogating client data using SQL queries
• Undertake advanced application configurations
• Provide excellent customer service across all modes of communication including tickets, email, video and telephone
• Use data to monitor the progress of the Application Support function and use insights from data to continuously improve team process and performance
• Maintain and update the team’s Knowledge Base
• Contribute to development and oversee structured onboarding and training plans for new starters
• Coach and mentor team members, especially during the rollout of new policies or processes
• Communicate with internal and external stakeholders to provide timely status updates on investigation, progress and ticket resolution
• Act as an escalation point for Application Support Analysts
• Conduct 121s and yearly performance reviews for team

Qualifications

Desirable

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