Applications Support Analyst

  • Chanhassen
  • Insulation Distributors Inc
Job Summary:
The Applications Support Analyst will provide expert support for IDI's software solutions, playing a crucial role in assisting business teams and users. This role involves driving engagement, usage, and product direction, as well as creating and justifying enhancements and business requirements.
Compensation: $65,000 to $91,600
Responsibilities / Duties:
  • Subject Matter Expertise: Become a Subject Matter Expert (SME) in all aspects of the software solutions
  • User Training: Assist with training internal and external users
  • Customer Engagement: Provide proactive follow-up with customers to drive engagement, usage, growth, adoption, and retention
  • Customer Advocacy: Act as an advocate for customers, identifying potential features or enhancements
  • Product Adoption: Support and coordinate product adoption activities, working closely with Sales, IT, and Management to meet goals
  • Market Analysis: Understand product competition and consolidate customer feedback to identify trends and new features
  • Product Monitoring: Monitor product delivery, usage, and service satisfaction
  • Collateral Development: Assist with developing and maintaining marketing and training materials
  • Additional Activities:
    • Security and access controls
    • Defect resolution
    • Technical user support
    • Oversee testing and delivery of new features
Leadership Competencies:
  • Leads Self
    • Communicates Effectively & Candidly
    • Drives for Results
    • Demonstrates Accountability
    • Takes Initiative
    • Collaborates
Skills/Experience:
  • Proficient with various office equipment and programs including MS Office Suite (Outlook, Word, Excel, etc.).
  • Demonstrates customer-centric behavior with a high degree of passion, enthusiasm, and customer satisfaction.
  • Drives to the "root cause" of an issue or customer request
  • Ensures changes are well thought out and do not drive a negative result in other areas
  • Anticipates and accepts changing roles, directions, and work processes
  • Identifies alternative approaches and solutions and gains support and acceptance of all parties
  • Builds relationships across all levels of the organization and with customers
  • High School diploma or equivalent
  • Experience supporting internal and external customers with a web-based application preferred