SOLUTION SUPPORT ANALYST (M/F/D)

Your new Company HAVI, a global leader since , employs over people and serves customers in more than 100 countries.
Specializing in the foodservice industry, HAVI provides innovative supply chain and logistics solutions, including analytics, planning, distribution, and freight management.
HAVI’s diverse teams collaborate seamlessly across locations and functions, embodying a spirit of integrity and creativity to serve their customers in the best way possible.
Your new Role The Solution Support Analyst is a professional responsible for providing technical support and assistance to customers or internal teams in an organization.
Its primary focus is on resolving issues related to software applications, systems, and technology solutions.
The role works closely with end-users, IT teams, solution analysts, application developers, and external partners to resolve issues, enhance application performance, and ensure optimal functionality.
This role also involves documentation, monitoring, and continuous improvement of application support processes.
Overall, the Solution Support Analyst plays a critical role in ensuring the smooth operation of an organization's technology solutions and contributes to customer satisfaction by addressing technical issues promptly and effectively.
This role will support the Solution Support Manager to enable a 24/7 support model for business-critical applications.
This role will be required to support the Solution Owners in solution analyses, design, development, and testing as appropriate depending on the priority.
You will be responsible for.
Solution Support – Provide timely and effective technical support to end-users, customers, or internal teams experiencing issues with software applications, systems, or technology solutions; Issue Resolution – Diagnose and troubleshoot technical problems, identify root causes, and develop solutions to resolve issues.
This may involve remote assistance, phone support, or on-site visits; Documentation – Maintain detailed records of customer or user inquiries, issues, and resolutions in a ticketing system or knowledge base.
Document issues and create solutions for common problems.
Communication – Communicate technical information and solutions clearly to non-technical users, ensuring they can understand and implement the necessary steps to resolve their issues; Collaboration – Collaborate with cross-functional teams, including Developers, System Administrators, and Quality Assurance teams, to address complex technical problems and implement fixes or improvements; Training – Provide training and guidance to users or customers on how to effectively use software applications or systems to minimize future issues; Quality Assurance – Test software updates, patches, and new releases to ensure they do not introduce new issues or conflicts with existing solutions; Monitoring – Continuously monitor systems and applications to proactively identify and address potential issues before they impact users; Customer Satisfaction – Ensure high levels of customer satisfaction by resolving issues promptly, effectively, and courteously.
Collect feedback and provide insights for product improvement; Knowledge Sharing – Stay updated on industry trends, best practices, and emerging technologies.
Share knowledge and expertise with the support team and other stakeholders; Support solution owners in solution analysis, design, development, implementation and testing.
What you will need to be suceed As a Solution Support Analyst you will need.
Bachelor’s degree in Business Administration, Logistics, Information Technology, or equivalent work experience; +3 years of experience working in Solution Support or a related IT role; Certifications in IT Support or in Software/Systems (would be a plus); Proficiency in several software applications, operating systems, and troubleshooting tools; Customer Service – Strong customer service and interpersonal skills (must be patient, empathetic, and effective communicators when interact with end-users); Problem-Solving – Excellent problem-solving skills to diagnose and solve technical issues efficiently; Documentation – Ability to maintain detailed records and create clear and concise documentation; Teamwork – Collaboration skills to work effectively with cross-functional teams; Adaptability – Adapt to changing technologies and requirements; Analytical Thinking – Analytical mindset to identify patterns and trends in technical issues; Time Management – Effective skills to handle multiple support requests simultaneously.
Experience working in multicultural teams and complex organizations; Ability to work in a fast environment and to manage multiple priorities; Excellent communication skills – Fluency in English.
What the Company can offer you Have the opportunity to join a cross-functional team in an international company with a multicultural working environment! Next Steps If you are interested in this opportunity, please send us your updated CV.
If you are looking for another type of professional challenge, please contact us to discuss other career opportunities, always in complete confidence.
#LI-DNI # - Joana Pereira