Application Support Analyst

About The Role

We are looking for a temporary Application Support Analyst to join our team in Estonia. This position is through the end of January 2025 with the potential opportunity to extend.

As Topia’s Application Support Analyst, you will be responsible for managing technical support issues from customers using a variety of softwares and platforms. You will be required to work multiple issue types including how-to questions, bug identification, advanced technical troubleshooting, and system configuration. You will be responsible for meeting customer service level agreements (SLAs).

This role requires the ability to build and maintain strong relationships both internally with Topia and externally with customer contacts. The ideal candidate is organized, detail oriented, and technically savvy with the ability to learn multiple softwares. To succeed in this role you will need to be able to work in an ambiguous, fast-paced environment with developing processes. Adaptability is key. Prior experience in a SaaS technical support environment is a requirement.

Responsibilities include:

• Manage software issues through technical troubleshooting process including identifying solution for issue and completion of system updates when needed.

• Deliver world-class customer service experience for users.

• Work closely with existing customers on change requests and projects surrounding change requests when needed.

• Serve as a technical escalation point for other support specialists within the organization.

• Manage solution gaps and customer expectations as they relate to open issues for live customers.

• Follow all internal processes for incident management.

• Monitor all open tickets and communicate with team members when applicable.

• Ensure responsive support to clients during scheduled hours.

• Communicate and collaborate with other departments regarding support issues.

• Monitor user metrics and present numbers on an as needed basis.

• Meet identified goals and metrics.

• Understand customers’ needs and work with the Topia team to advise customers on how to best leverage Topia technology and services to achieve their goals.

About You

• Demonstrated experience in a client facing role, preferably at a SaaS company.

• Experience troubleshooting and identifying integration issues with other systems.

• High proficiency in Microsoft Excel. Ability to write and troubleshoot complex lookup formulas based on multiple criteria and macros/VBA for purposes of creating re-runnable data and Excel format transformations.

• Proficiency writing SQL to extract data from databases.

• Basic knowledge of MS Visio or other process mapping software.

• Experience analyzing business operations and configuring software applications to effectively support these operations.

• Experience using relational databases and writing queries to extract data.

• Problem-solving and multi-tasking skills, including the ability to prioritize work and independently manage time so that multiple competing priorities are addressed in a timely manner.

• Experience learning technical frameworks, systems, applications and concepts. Have a willingness to adopt and support innovative changes in response to changes in technology and in business practices.

• Ability to understand and communicate high level technical concepts related to software configuration and platform integration.

• Acute attention to detail, pride/ownership of work product.

• Demonstrated client empathy; ability to de-escalate tense situations. Customer advocacy.

• Excellent communication skills

About Us

At Topia, we expand horizons to transform the future. As part of a mission and values-driven culture, employees have autonomy, opportunities for growth, and the ability to directly impact our business.

We also offer competitive perks and unique experiences. While each country has its own specifics, our global offerings include:

• Generous time off including paid volunteer time, recharge days, and floating holidays

• Comprehensive health benefits

• Competitive base salary, bonus, and equity packages for all levels

• Flexible working arrangements

• Opportunities to connect and learn from teammates around the world, including virtual Monday Meetups, Town Halls, and employee-driven programs

• Diversity, equity and inclusion initiatives including Fireside Chats, Mutual Mentor program, book clubs, and annual surveys to track progress and gather feedback

€30,000 - €36,000 a year

At Topia, we ground ourselves in being equitable, fair, and treating employees as people, not numbers. Our total rewards and pay practices are centered around these principles as well.

Base compensation ranges are intentionally broad to cover a variety of levels and locations. Position within the range will be determined by location, experience, and skill set. Our culture is one of open and honest communication so you can expect to have a conversation with a member of the People & Culture team about your compensation expectations early on in the recruiting process.

Employees at all levels and locations are also eligible to participate in our corporate bonus plan with an annual bonus target percentage and to receive stock options. These amounts are not included in the above listed base compensation range. Full and part-time employees based in the Estonia are entitled to the below benefits:

• 43 paid days off per year. This includes 28 days of Holiday Leave, 10 company paid holidays (including public holidays), 4 days of Volunteer Time Off, and 1 Floating Holiday to take for whatever day or celebration is personally meaningful to you

• 8 weeks of fully paid Parental Leave offered globally for all new parents, plus an additional 8 weeks of Pregnancy Leave for birthing parents

• Private health insurance for employees

• Flexible working arrangements including an established Remote Work Policy and no in-office requirements