Application Support Analyst

POSITION OVERVIEW

Reporting to the Application Support Manager, the Application Support Analyst provides front-line technical and business support for Ply Gem Canada business applications. This role will be responsible for taking calls and tickets from both internal users and customers and following them through to completion. The ideal candidate will have a passion for delivering high quality customer service, excellent communication skills, a good mix of technical skills and business process knowledge, and be able to work with little supervision in a complex environment.

RESPONSIBILITIES

• Provide front-line support for the company’s AccuQuote system as well as other applications as required.
• Create system and user documentation for multiple applications and processes that is thorough, complete, professional, and easy to understand.
• Communicate to end users and business leaders about impending system changes.
• Provide technical support to internal end users as well as customers.
• Work with the Product Knowledge (PK) team to investigate and communicate issues related to PK.
• Perform application & PK testing and quality assurance for Ply Gem Canada business systems.
• Work directly with the third-party supplier of our AccuQuote system to resolve challenging issues.
• Meet all performance and availability KPIs for application support.
• Monitor the AccuQuote Support email mailbox.
• Administration of various AccuQuote system settings and features.
• Provide user training where applicable.