Overview Application Support Analyst Remote, Sweden Swedish & English speaking required The Role: We are looking for an Application Support Analyst to join our team! This is not just another technical support job. We are looking to speak to tech savvy individuals who are eager to continue to progress with a career within Technical Support, a keen interest in and genuinely enjoy solving difficult technical and application issues. The role entails supporting a complex OEE application with added customizations to suit each customer’s operational requirements. The application measures machines in factories in order to help the customer to improve their efficiency. Many customers have done great improvements thanks to the application. With the demands and nature of the Manufacturing industry, this is the perfect role for an Application support who is able to handle working within a busy and fast-paced environment, and work under pressure. Due to the nature of our product portfolio, you will gain exposure to multiple technologies and platforms and become a product expert. Primary Responsibilities Troubleshoot and identify causes of customer problems using a variety of internal tools. Take ownership of and follow-through with all priority customer incidents. Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention. Clearly and concisely, document all customer interaction and all steps taken to resolve incidents. Work with R&D to expedite incident resolution and ensure seamless delivery of support service to customers. Participate in system and release testing and QA as needed. Determine when issues need to be escalated. Attend training sessions offered and use self-study tools; assist with peer training as needed. Contribute to a customer-focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible. Create Knowledge Base (KB) articles and documents to be published and shared both internally and with the customer base. Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation. Recommend improvements in Customer Solutions policies and procedures. Understand the customer, their situation, and be able to tailor communications accordingly. Be flexible enough to empathize with the customer. Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments. Work Experience: IT related Bachelors degree. Experience working with multiple stakeholders in problem-solving environment and strong SQL Server knowledge and strong T-SQL skills required, as a minimum 3 years of related experience. Skills and Requirements Excellent verbal and written communication skills in Swedish and English is a requirement. Strong analytical problem solving and decision making skills, and be able to collaborate with and contribute to a team environment. Ability to work efficiently and independently and do whatever it takes to get the job done. Strong ability to work on multiple issues in a fast paced environment and should prioritize work accordingly to business processes. Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands. Ability to handle difficult or sensitive situations with diplomacy and tact. Track record in providing outstanding customer service. Meets established targets for customer satisfaction and other support KPIs, promote Knowledge Centered Support (KCS) methodology. Document customer problem information, recommendations, and resolution in a clear and concise manner-using incident tracking system. Technical Knowledge Mandatory Database concepts. Strong SQL Server knowledge required – Strong T-SQL skills, understanding relational databases and understanding stored procedures. Windows Server (Application faults, logs, server monitoring). Understanding of IoT, Data collection through I/O, PLCs and OPC is preferred. Knowledge about Business intelligence solutions like QlikView and PowerBI is preferred. Basic understanding of SaaS. Exposure to coding and debugging would be an added advantage. Intermediate Scripting with PowerShell (preferred, however not required). Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base. “At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy