Application Support Analyst

Job Title: Application Support Analyst

Company: Singular Point LLC

Location: Belgrade

Job Type: Indefinite employment contract with a six-month probationary period

Introduction: We seek a proactive and customer-focused Application Support Analyst Member to join our Belgrade team. Ideal candidates should be committed to continuous professional development through training related to software support and relevant technologies. As an Application Support Analyst Member, you will play a critical role in ensuring our customers receive prompt and effective assistance with our software product. You will collaborate closely with internal teams to resolve issues, provide product training, and contribute to enhancing the overall customer experience.

Key Responsibilities:

• Provide technical support to customers through various channels such as phone, email, or online platforms.
• Diagnose and resolve software issues reported by customers, ensuring prompt resolution and minimal disruption to operations.
• Document and track support cases accurately using a ticketing system, including details of customer interactions, troubleshooting steps, and resolutions.
• Collaborate closely with internal development and delivery teams to escalate and resolve complex technical issues.
• Conduct software demonstrations, training sessions, and workshops for customers to enhance their understanding and utilization of our software.
• Assist in the testing and validation of new software releases and updates to ensure quality and functionality.
• Contribute to the development and maintenance of knowledge base articles, user guides, and technical documentation to support customers and internal teams.

Requirements:

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
• Proven experience in a software product support role or similar customer-facing technical support position.
• Strong problem-solving skills with the ability to analyze and troubleshoot technical issues.
• Excellent verbal and written English communication skills to effectively interact with customers and team members with a customer-oriented approach.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Experienced using ticketing systems (e.g., JIRA, Azure DevOps) to manage and track support requests.
• Knowledge of software troubleshooting tools and methodologies is a plus.
• Experience with SQL databases and understanding of programming languages (e.g., Java, C#, Python) is a plus.
• Ability to work independently and collaboratively within a team.
• Specific industry knowledge relevant to the software’s application domain in logistics is a plus.

Benefits:

• Competitive salary and benefits package include Private health insurance, Sports package, two days of Remote work, and more.
• Opportunities for career growth and professional development.
• A collaborative and supportive work environment focused on innovation and customer success.

Application Process: Interested candidates are invited to submit their resume and a cover letter highlighting their qualifications and interest in the Application Support Analyst position. We look forward to reviewing your application and discussing how you can contribute to our team and the success of our software products.

Contact person: Maja Djordjevic

WHO WE ARE:

Singular Point is a young and innovative Swiss company committed to the quality of his products and services. Headquartered in Zug Switzerland and with operation centers in Belgrade and Rome. We are a fully privately-owned company focused on the logistic software market dedicated to trading and shipping companies. With more than 20 years of experience in building logistic solutions and based on an extensive market knowledge, the team is designed to fulfill Singular Point’s vision: to embrace the maritime logistic challenges into one single suite of software instruments and to provide our customers with the most cost-efficient, cutting-edge and reliable enterprise logistic solution.