IT Application Support Analyst

JOB SUMMARY:
Polaris Industries Inc. is seeking an experienced Application Support Analyst to support the plants in Vietnam. The candidate must have strong communication, problem-solving, customer service and technical skills, great teamwork skills and have sound character and interpersonal skills. The ideal candidate should be technically astute, well organized, proactive and be willing and capable of discussing issues with business and technical users at all levels. They also need to possess good multi-tasking skills and be process orientated..
ESSENTIAL DUTIES & RESPONSIBILITIES:
• System and User Support
• Help resolve software and technical questions for the customer efficiently and effectively
• Gather the required information necessary in order to best handle customer software and technical inquiries
• Manage customer expectations regarding estimated response times for issue resolution
• Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate
• Learn the fundamentals of the supported business areas
• Partner with Technical Support team members on various strategic projects when needed
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status
• Monitor and recommend improvements on existing business applications based on data collected from support services
• Train users on system processes and changes
• Perform other duties as assigned that support overall objective of the position; Translate business issues into technology requirements
• Promote new service offerings such as Training, self-service knowledge bases, SME networks to client groups