Application Support Analyst

Job Overview:

The Application Support Analyst Job requires individuals with excellent communication skills, exceptional analytical focus, attention to details, and technical curiosity. This role is key to the continued successful integration between ReachLocal’s proprietary platform and well-established internet publisher sites. Application Support Analysts are expected to work effectively in a group setting and are measured on both the performance of the team and their impact within the team.

  • Manage, document, troubleshoot, and resolve issues related to advertising efforts between ReachLocal platforms and the publishers with which ReachLocal partners
  • Identification and communication of issues to the sales and campaign services staffs
  • Deliver service and assistance to end-users via phone support and ticketing
  • Assessing, documenting, and guiding sales and service staffs on publisher editorial requirements to prevent and resolve editorial issues directly or by communicating the proper editorial standards to the advertiser and/or sales and campaign professional teams
  • Analyze changing guidelines and API messages to maintain internal consistency with publisher requirements

Key Skill:

  • Excellent communication skills.
  • Proficient use of Microsoft Office applications including Microsoft Word and Excel
  • CRM Softwares knowledge (ServiceNow, Salesforce, JIRA)
  • Experienced in providing technical support via phone
  • Salesforce Knowledge (Added Advantage)

Priority setting: Able to quickly identify those issues whose resolution will have the maximum positive impact on the advertising effort for our advertisers

  • Use available evidence and applied knowledge to identify patterns in issues that may point to a larger issue whose resolution would improve overall campaign performance
  • Technical learning
  • Good understanding of technical tools used, like ticketing, CRM software, and survey methods

Qualifications & Experience:

  • Any Graduate (B.E. / BBA / BCA / B. Tech – IT / Computer Science preferred) with superior academic record

Location:

  • Goregaon East – Mumbai – India

Shift Timings:

  • Night Shift