Senior Support Analyst

Description du poste

Meridian Systems is expanding our Support Services team within the Middle East region. We are currently looking for a talented IT professional to join our growing company as the first Senior Support Analyst in the region. Working alongside local and international team members, this individual will be involved in initial rollout and support of Meridian’s software products to new customers in the area. This challenging and dynamic position will require an individual who is highly skilled and thrives in a growing environment.

JOB SUMMARY:
The Senior Support Analyst functions as the first point of contact for users of Meridian products and solutions and is responsible for troubleshooting and resolution of customer reported issues. The Analyst ensures that issue resolution is accomplished in a timely, accurate, and customer-centric manner.

DUTIES & RESPONSIBILITIES:
• Handle inbound customer inquiries and issues via phone or email
• Manage customer issues through effective troubleshooting and escalation as necessary in order to meet or exceed customer expectations
• Develop and maintain expert knowledge of all Meridian products and services
• Adhere to incident tracking/classifying and service level enforcement processes
• Provide technical support for networks, operating systems, and third-party products within the scope of Meridian products and solutions.
• Maximize customer satisfaction through timely and technically accurate resolutions to each customer inquiry
• Consult with the customer to ensure that solutions are acceptable to them and resolve the reported problem
• Must meet or exceed individual performance goals focused on providing superior customer support
• Develop and retain specific customer account relationships as needed, understanding the specifics of the customer’s environment and product customizations, participating in customer account reviews, and coordinating and communicating service updates as required
• Participate in department/company meetings
• Provide after hours support, as required

Compétences

QUALIFICATIONS / EXPERIENCE:
• Computer science certificate or degree, or equivalent work experience
• Minimum 4+ years experience in a software-based technical support role
• Computer support help desk or technical call center experience

KNOWLEDGE:
Must have applied knowledge in the following areas:
• Relational database architecture and concepts (SQL Server)
• Networking (client, server, enterprise)
• Operating Systems and Technologies (Windows, .NET, XML, Internet IIS, ASPs, Browsers)
• Microsoft Outlook, Word, and Excel
• Hyper-V/Virtual Server

Additional desired knowledge:
• Meridian Systems’ Proliance
• IBM Cognos Business Intelligence (Report Studio, Query Studio, Consumer)
• IGC Brava
• Pivotal Relationship
• Microsoft SharePoint

SKILLS & ABILITIES:
• Must be fluent in spoken and written English and Arabic
• Must demonstrate superior customer service skills and exercise discretion and good judgment in all interactions
• Ability to work effectively in a fast-paced team environment
• Demonstrated ability to understand and follow both written and oral instructions
• Communicate effectively with the more difficult/demanding customer
• Ability to manage customer issues to meet or exceed customer and company SLAs
• Ability to work under pressure and manage multiple tasks and priorities
• Ability to work independently with minimum supervision
• Ability to communicate clearly in both oral and written forms.
• Must have the ability to describe technical concepts and present them to technical and non-technical persons in an easily understood and concise manner.
• Ability to successfully troubleshoot complex product, network or customer environment issues
• Must be able to maintain the confidentiality of customer and company information

A propos de la société

Meridian Systems provides enterprise solutions that optimize the plan, build and operate phases of real estate, construction and other physical infrastructure initiatives. Meridian solutions are used by more than 8,500 of today's large building owners, government agencies, and engineering and construction firms to improve top line revenue growth while reducing their capital construction costs. Meridian uniquely provides both traditional software and hosted ASP solutions, and ranks as a market share leader in project management software among general contractors with over $100 million in revenue. Meridian has an impressive track record of revenue growth over its 13-year history, and has been repeatedly recognized as a Constructech Hottest Technology company. Meridian is located in Folsom, California and is a subsidiary of Trimble Navigation Limited (NASD: TRMB.) For more information go to www.meridiansystems.com.