Support Analyst (Hybrid - Madison/Huntsville, AL), Product Support

Hexagon Metrology - Madison, WI

Full-time - Entry Level

Hybrid - Madison, WI

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The Support Analyst position at Hexagon's Asset Lifecycle Intelligence division is designed for recent graduates or individuals with equivalent experience, focusing on providing technical support for Smart Construction and Asset Information Management products. The role involves collaborating with a global team to troubleshoot issues, interact with customers, and contribute to internal knowledge bases, all while maintaining a flexible work environment.

Responsibilities

• Provide real-time global support to internal stakeholders and external customers for product-related issues.
• Perform troubleshooting tasks such as root cause analysis and mitigation of issues reported by users.
• Support installation and maintenance of products through technical tasks.
• Interface with internal stakeholders, including management, software development, services, and product planning teams.
• Facilitate communication and delivery of resolutions that require multi-disciplinary coordination.
• Contribute to an internal Salesforce knowledge base for knowledge transfer.
• Provide status updates on critical issues to management.
• Make recommendations to improve business processes and reduce support issues.
• Accurately document support activities and outcomes.
• Maintain adherence to customer service level objectives.

Requirements

• Bachelor's Degree in a technical field preferred, but not required.
• Excellent verbal and written communication skills.
• Working knowledge of Database platforms is a plus.
• Working knowledge of Microsoft Internet Information Services and Web Applications is a plus.
• Experience with Smartplant Foundation and Smart Construction.
• Experience with Windows Internet Information Services.
• Experience with Oracle or MSSQL DB.
• Knowledge of Computer Networking.
• Experience with performance monitoring and troubleshooting via various application tools (Windows/DB).
• Experience providing documentation, guidance, and instruction to users.
• Experience communicating user requirements.
• Demonstrated ability to learn and embrace new technologies, applications, and solutions.
• Attention to detail with the ability to troubleshoot and solve complex problems.
• Background in the Construction Process Industry.
• Experience with CAD or Engineering applications.
• Programming and database experience.

Nice-to-haves

• Experience in the Construction Process Industry.
• Familiarity with CAD or Engineering applications.

Benefits

• Flexible work environment
• Career advancement opportunities
• Excellent benefits package