(Remote) Application Support Analyst

Job Summary:
Trapeze North America, a division of Constellation Software Inc., provides enterprise solutions that consider the full 360 degrees of transport. The company has grown its solution portfolio and global presence to become one of the world's leading companies of software solutions and intelligent transport systems. Trapeze Group provides its solutions to public and private transport organizations and authorities across Europe, North America, and the Asia Pacific.
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The Application Support Analyst role is focused on supporting the Mobility, Planning and Scheduling applications used by Trapeze customers. As the primary support liaison between the customer and Trapeze, this person works directly with customers and internal teams (development, customer success, project management and support peers) to investigate, resolve and respond to reported customer issues.
:
We are looking to hire Application Support Analysts, with exceptional problem solving and communication skills (both verbal and written). This individual is responsible for providing technical application support to our customers via telephone, email and screen share sessions. This involves answering complex questions on function and usage of our products, troubleshooting and resolving issues with the software, and deploying necessary configuration changes/patches to ensure products continue to meet our customers' needs.
Key Responsibilities:

• Keeping customers informed of the status of cases, providing next steps and anticipated resolution times.
• Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate.
• Creation of development "bug” reports, working with development to ensure items are completed and properly tested.
• Promote and maintain high quality, professional, service-oriented company image with customers and internal staff.
• Work with customer to upgrade software, including deployment of software to test and production environments.
• Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity.
• Contribute to the team and customer’s knowledgebase.
• Investigate, research, replicate, test and resolve customer issues.

Key Skills And Competencies

• Eager to learn.
• Ownership of issues through resolution.
• Ability to work in a fast-paced environment.
• Ability to work independently and as a team member.
• 3 to 5 years of experience in a similar role (customer application support) - Tier 2 technical support preferred.
• Complex troubleshooting experience.
• Ability to work varied hours.
• Excellent Communication Skills.
• Bachelor's Degree, preferably in a technical discipline. Computer Science Majors most preferred.
• Willing to go the extra mile with a strong work ethic; self-directed and resourceful.
• Service Minded. You deliver customer support like you expect to receive it, with excellence.

Good to Have Skills: (Bonus points)

• Previous experience working in the transit industry and/or experience
• Solid software experience in a Windows networking environment. (Windows Server 2008/2012)
• Strong database knowledge and ability to write SQL statements
• Previous experience with version control tools (SVN) is an asset

Worker Type:
Regular
Number of Openings Available:
1