Application Support Analyst

Polaris is the only company in the world that specializes exclusively in consulting and technology solutions for life sciences healthcare law compliance. We are at the forefront of the industry in terms of delivering insights and defining technology standards through innovation fueled by our “what’s next” entrepreneurial culture.

The Application Support Analyst provides our customers with proactive and efficient support service in the resolution of customer support tickets for our software systems. We are looking for someone with great communication and has Project Management capabilities, since our ASAs will be managing clients and certain project aspects.

**General Responsibilities:** * Demonstrate the highest standards of customer care by effective communication, reporting, and handling of all customer issues or dealings with the Support Team * Support customers by answering queries regarding our suite of software products verbally and in writing * Own customer issues from beginning-to-end resolution * Ensure that the customer support processes are followed * Manage customer expectations * Internal escalation management * Determine the nature and the severity of the problem reported * Identify the scope and boundaries of the problem * Hold regular status report calls with client * Interact with development team to determine the release of maintenance releases and emergency patches * Identify areas for improvement in the software and processes * Keep accurate records of discussion or correspondence with customers **Specific Tasks Include:** * Develop and maintain trust with clients * Hold regular conference calls with clients * Plan and coordinate maintenance releases – A release plan includes scheduling and coordinating construction (fixes), testing and installation of the release. * Maintain and update customer contact information for off-hours support team, in event of a production down situation * Ticket resolution, to meet SLA (Service Level Agreement) standards * Cover the Emergency Line (24 hour hotline) 1 week per month

**Expertise** * Strong communication, customer support and reporting skills * Project management experience * Strong operational and administrative skills * Strong business acumen * Technical understanding (Preferred, but not required) * SQL * MVC * IIS * SDLC * ITIL best practices **Physical and Location Requirements:** * Ability to work in the New York City office (core hours are Monday through Friday, 9:00 AM to 6:00 PM) * Bachelor’s degree required