Associate Support Analyst

Brief Description

The Associate Application Support Analyst plays a critical role within the Customer Support Team, providing high-quality technical and operational support to enterprise customers. This role is customer-facing and requires strong technical aptitude, problem-solving skills, and a passion for delivering excellent customer experiences.
This position offers the opportunity to work in a fast-paced, global technology environment, supporting complex applications, collaborating with cross-functional teams, and developing deep technical expertise across enterprise and cloud-based solutions.

Summary

As an Application Support Analyst, you will be responsible for the day-to-day support of enterprise applications used by customers. You will act as a subject matter expert for supported solutions, providing business-as-usual (BAU) troubleshooting, managing incidents, and making sure that all cases are handled within SLAs.
You will work closely with customers, development teams, and internal stakeholders to ensure timely issue resolution, continuous service improvement, and high levels of customer satisfaction.

About Smart Communications

Smart Communications is a leading customer engagement technology provider for regulated industries. The company helps organizations simplify the complex interactions that shape people’s lives by enabling more connected, personalized, and trusted customer engagement. Its Customer Engagement Platform brings together data collection, customer communications, journey orchestration, trusted AI, and information management to help organizations create seamless experiences across the customer lifecycle. By connecting the systems, processes, and interactions that drive critical business outcomes, Smart Communications enables organizations to improve customer experience, increase operational efficiency, strengthen compliance, and build trust at every touchpoint. More than 700 enterprises worldwide, including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp, rely on Smart Communications to power engagement in regulated environments. With more than 30 pre-built integrations to leading enterprise platforms including Salesforce, AWS, Guidewire, Duck Creek, OneSpan, and Pega, Smart Communications powers more than 60 billion mission-critical customer interactions each year.


The responsibilities of the role include:

Customer Support & Issue Resolution

• Apply strong analytical skills to assess issues, identify root causes, and determine effective resolutions
• Demonstrate proactive ownership by driving issues through to resolution within agreed timelines
• Troubleshoot and resolve application and system issues by working directly with customers
• Manage support cases from investigation through resolution and closure
• Resolve or escalate urgent and high-priority incidents in line with support processes
• Participate in on-call rotations and provide evening or weekend coverage as required
  
  Customer Experience & Communication
• Communicate clearly and effectively to positively influence outcomes and build customer trust
• Demonstrate awareness of personal impact and adapt communication style to suit different stakeholders
• Build trusted relationships with customers through clear, proactive communication
• Demonstrate ownership and accountability for customer issues
• Provide consultative guidance on application usage and best practices
  
  Collaboration & Continuous Improvement
• Work collaboratively across teams to promote shared ownership and continuous improvement
• Plan and execute support activities effectively, adjusting priorities as required
• Collaborate with engineering and internal teams to identify root causes
• Provide feedback to improve product quality and system stability
  
  Knowledge & Process Management
• Create and maintain knowledge base articles
• Monitor and manage the support queue to ensure timely responses
• Define and refine support and queue management processes
  
  What we’re looking for:
  
  Must have skills/experience:
  • Strong adaptability, maintaining performance and focus under pressure and changing priorities
  • Commitment to maintaining and growing technical expertise within the application support domain
  • Strong understanding of software solution design and architecture, with experience supporting enterprise and SaaS-based applications
  • Hands-on experience with enterprise application technologies, with a strong focus on Java and .NET–based systems, including application servers, SQL Server, REST/SOAP APIs, XML, JSON, and modern web and browser technologies
  • Experience supporting cloud platforms and architectures (such as AWS and/or Azure) for scalable, cloud-native applications
  • Familiarity with customer support and helpdesk tools, such as Salesforce Service Console, within a customer-facing support environment
  • Excellent written and verbal communication skills, with the ability to engage effectively with both technical and non-technical stakeholders
  • Bachelor’s degree in a technical discipline or equivalent relevant professional experience
  • Experience or exposure to artificial intelligence (AI), machine learning, or AI-enabled platforms and tools would be advantageous
  
  We look for the following SMART values in everyone we hire at Smart Communications:
  • Speak Openly - We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We’re not complainers we’re problem solvers.
  • Make a Difference - We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don’t sit on the sidelines.
  • Agile & Flexible - We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask ‘why?’ so that we can help remove complexity. We don’t allow hurdles to get in our way.
  • Results-Focused - We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don’t believe in being busy for the sake of being busy, we focus on productivity.
  • Teamwork - We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don’t want anyone to feel disengaged, we’re in this together!
  
  What’s the deal?
  
  We will provide you with the tools, equipment and support to give you the best possible chance of success and over-achieving your goals. Salary will depend on your experience and will be highly competitive. All our packages include an annual bonus based on the Company’s performance, so we are all incentivised to over-achieve!
  
  In addition to a friendly, flexible and fun working environment, we provide a range of other benefits, including vision benefits, subsidised gym membership, 20 days holiday allowance plus and additional day off for your birthday!
  
  Located in the heart of the city in both Sydney and Canberra, our offices are a friendly, tight-knit environment that house our APAC Sales, Marketing, Technology, Customer and Corporate teams. This role has a hybrid setup with occasional work from the office required.
  
  So, if we interest you, please let us know by applying for this position and tell us all about yourself.
  
  Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.
  

  To learn more about Smart Communications visit:

  https://www.smartcommunications.com/

About Smart Communications

Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently.

Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMM^TM, forms transformation capabilities made possible by SmartIQ^TM and the trade documentation expertise of SmartDX^TM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry. To learn more, visit smartcommunications.com.