Application Support Analyst

Stellenbeschreibung:

We are looking for a Application Support Analyst for one of our customer who has an expertise in:-

The Customer-Facing L1/L2 Support Engineer – Dealer Management Systems (DMS) is responsible for providing first- and second-level technical support to automotive dealership customers across Germany.

1. Technical Support & Incident Resolution

Provide Level 1 and Level 2 support for DMS-related software and system issues
Diagnose and resolve incidents related to:
- Database queries and data inconsistencies
- Integrations (OEM systems, accounting, CRM, third‑party interfaces)
Perform root cause analysis and document findings
Escalate complex or critical issues to Level 3/Engineering with structured documentation
Support system updates, configuration changes, and patch deployments
Maintain accurate and complete ticket documentation in accordance with ITIL standards

2. Dealership Operations Support

Provide functional support aligned with automotive dealership workflows, including:
- Vehicle sales management (new and used vehicles)
- Service and workshop operations
- Parts and inventory management
- Warranty processing and claims
- Financial accounting and reconciliation processes
Experience supporting dealership environments associated with OEMs is considered advantageous.
Serve as a primary contact for assigned dealership customers
Communicate effectively with dealership management, IT administrators, and operational leads
Provide structured updates during incident handling and escalations
Ensure adherence to SLAs and customer communication standards
Conduct remote support sessions and occasional onsite visits where required
Contribute to long‑term customer satisfaction and retention
Operate within ITIL‑aligned incident and problem management processes
Identify recurring issues and contribute to preventive measures
Maintain and contribute to internal knowledge base documentation
Support process optimization initiatives within the support organization