Job Summary
Chevin Fleet Solutions are looking for an Application Support Analyst with 2+ years of experience to join our team. We are looking for a proactive individual, with a positive mindset who loves problem solving and collaborating with others to ensure the successful delivery of customer support.

Job Description

Who we are and what we do?
For more than 30 years, Chevin have been developing and delivering innovative software solutions for the global fleet management industry. Our products and services are used by internationally recognized companies such as Cox Automotive, Canadian National Railway and Accenture, through to not for profit organizations, global freight businesses, regional and local government. 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 the latest technology, we deliver a modularized suite to manage everything from vehicles and assets, all the way to people, drivers, and technicians.

What's the culture like?
Our focus has always been to entice and empower the best talent globally and support them to do great things. Creativity solving problems, passion for driving customer experience and value, and a pride in our work drives constant innovation. Our trusted teams embrace a positive mindset and demonstrate the high levels of accountability which are key to helping us scale and realize our goal of delivering exceptional employee and customer experience.
We have clear business objectives that filter down to individual goals, so that everyone in the business is clear on what they need to do to contribute effectively. We believe this makes Chevin an empowering place to do your best work.

What we need
An exciting opportunity has arisen to join Chevin Fleet Solutions Support team as an Application Support Analyst based remotely in America. Chevin are recognized 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.

What you will be doing in the role:
• You will be providing application support for our Fleet Management Solution
• 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
• Document functionality, useful information and replication steps on the support knowledge base to increase the team's knowledge of bespoke functionality
• 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

What experience you need to have:
• You must be analytically minded, a great problem solver, have an excellent attention to detail and most of all be a team player
• 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 prioritizing 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 JavaScript and C#
• Experience of ticketing systems like Zendesk
• Experience of Microsoft Azure
• 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

Worker Type
Regular

Number of Openings Available
1