Client Support Analyst

Who we are

Brightly Software is a leading provider of cloud-based operations management software used to optimize facilities, assets, and workflow. We empower our clients and our people, combining innovative technology with operational insight to transform the places we learn, live, heal, work and play. We're both proud and humbled to play a role in the daily operations of so many clients and we look forward to continually driving innovation, efficiency, and safety throughout the markets we serve.

About the job

Brightly Software continues to grow and needs amazing engineers. This is an excellent fit for talented engineers who thrive in a fast-paced environment. As an integral member of the Assetic/Confirm Support team, you will contribute to the overall success of the APAC support desk function. The Associate Software Support Analyst is the link between our customers and the Product Development and Services teams. The Associate Software Support Analyst will assist clients and resolve complex issues, handle support cases including the replication of software bugs, answer technical questions, and provide guidance to clients directly and also by referring the client to the appropriate knowledge base content.

What you'll be doing

• Providing software application support under the supervision of the Senior Team members.
• Handle support cases including the replication of software bugs.
• Identify root causes of production incidents, and contribute to troubleshooting of support issues.
• Guiding clients on different software modules.
• Work with teams from various departments of the business to synchronize the functionality of the organization's operations.
• Understand company goals and metrics.
• Own product quality and work to quickly address production defects.
• Stay current with learning current trends in technology
• Partner with senior team members, development managers, product managers, scrum-masters in an agile environment, with scrum implemented at scale globally.
• Learn continuous improvement processes. Welcome, change and complexity. Learn quickly and adapt fast. Be a change leader!

What you need

• Bachelor's in computer science or related discipline or equivalent work experience
• 2-4 years of experience
• Strong communication and partnership skills required

Technologies:

• Basic understanding of API testing
• Understand Structured Query Language (SQL)
• Working knowledge of MS Windows Admin
• Log analysis
• VMWare ESX
• Ability to diagnose and solve application issues

Bonus Points:

• Excellent Verbal and written communication
• Understand Support Ticket management software
• Participation in communities of interest, meetups
• Certifications in technology
• Prior experience in Application Support