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Support Analyst


Posted on December 2, 2019

2 - 4 years Lebanon - Lebanon

Bachelor of Technology/Engineering, Bachelor of Science(Computers). Any Nationality

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Job Description

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• Effectively and cooperatively provide superior customer support and problem resolution
• Configuring and programming new functionality into FADEL IPM Suite software solutions
• Provide functional and technical support on FADEL IPM Suite software Solutions
• Log, research, and accurately resolve complex customer inquiries and problems in a timely manner, meeting and exceeding SLAs
• Provide detailed reporting, identify functionalities, and provide status updates on identified issues
• Document maintenance processes
• Follow procedures, and continually improve internal processes for Maintenance of Solutions that are in Production

Media / Publishing / TV / Radio / Outdoor / Digital

Accounts / Taxation / Audit / Company Secretary

Desired Candidate Profile

At least 2-4 years of experience working in a software support or customer support role for an enterprise level software
4 year degree in Computer Science, Engineering, IT or related field
Working knowledge of HTML, Jscript, CSS, and Web 2.0 technologies
Some experience with one or more of the following languages: Java, C++, C#
Excellent customer service and strong communication skills
Detail-oriented with strong organizational and project management skills
Proven ability to take ownership of support issues
Ability to troubleshoot and solve complex problems with software applications
Knowledge of the Internet, PC basics, and working knowledge of MS-Office products: Outlook, Word & Excel and familiarity with Support Ticketing software (cloud preferred)
ORACLE background desired, but not required
Experience in supporting ERP software applications with a multiple layers and complex SQL database relationships
Active experience supporting accounting or financial processing software in an enterprise environment
Active experience with TOAD and other SQL based tools
Strong analytical and problem solving abilities
Ability to travel approximately at least 15% (without Visa restrictions) for on-site client and/or corporate projects
Ability to interact effectively with employees at all levels of the organization, in a diverse environment
Successful experience in tracking details related to projects and user support issues through the full project lifecycle
Ability to have a patient, friendly, approachable demeanor with customers at all times. Must have a strong commitment to Information Technology as a customer service function.
Experience working within or with an off-shore team
Written and spoken fluency in English (Proficiency in other languages is a plus)


Support Analyst

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