Job Details

An exciting opportunity has arisen as we look to establish a support presence in the Middle East. The right candidate will form part of a small satellite team, but will be linked to a larger group within EMEA.

The Associate Product Support Analyst provides support to customers, answering questions on function and usage of product via the telephone and/or Internet; and conveys customer feedback to the product development staff. This position serves as primary support liaison between company and customer in a highly team oriented environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
• Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.
• Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex.
• Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Departments.
• Focuses on developing knowledge in specific product suite or operating environments, Financials, Technical and Logistics.
• Contributes information to the Support knowledge base.
• Manages workload effectively following Global Support Procedures

Desired Skills & Experience

Desirable Skills:

• Recent college / university graduates who are high achievers with a drive to succeed.
• Fluent Arabic is required, Spanish or French languages are advantageous although not essential
• Leadership roles in extracurricular activities.
• Team player with the ability to build strong peer and interpersonal relationships.
• Good problem solving and analytic skills.
• Good writing and editing skills.
• Strong organizational and problem solving skills.
• Able to provide oral and written communication that effectively articulates complex ideas.
• Basic user of Microsoft Office applications with accurate typing ability.

EDUCATION & EXPERIENCE:

• Bachelors degree or equivalent College Degree in either: Business, Computer Science, Math or equivalent technical or application work experience.

WHAT WE HAVE TO OFFER:

• Comprehensive Training and Development programs
• Rewarding Careers
• Fantastic opportunity to work with the 10th largest software company in the world
• Work with Fortune 500 Companies
• Opportunity to work alongside recognized experts in the field