Production Support Analyst

We are seeking a Production Support Analyst to provide application and technical support for customers and internal users. This role is responsible for troubleshooting software issues, managing support requests, maintaining application configurations, and ensuring timely resolution of incidents. The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and a customer-focused approach.

Key Responsibilities:

Respond to customer support inquiries via phone and email within established service levels.
Document, track, and manage issues through a ticketing system.
Troubleshoot and resolve Level 2 application and technical support issues.
Escalate complex issues to developers or third-party vendors when necessary.
Provide clear verbal and written guidance to end users.
Update and maintain application configurations utilizing MySQL.
Manage electronic inbound and outbound fax communications.
Collaborate with internal teams to support ongoing operational needs.
Perform additional duties as assigned.

Qualifications:

1–3 years of IT support, application support, or help desk experience, or a technical degree in Information Technology or a related field.
Experience working with CRM, ticketing, or customer support platforms.
Intermediate knowledge of MySQL and database-related tasks.
Strong communication, organizational, and follow-up skills.
Self-motivated with the ability to manage multiple priorities.
Team-oriented mindset with a willingness to learn new technologies and processes.

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