Support Analyst (Hybrid - Madison/Huntsville, AL)

Unclassified - Madison, AL

Full-time - Entry Level

Hybrid - Madison, AL

About the position

Hexagon Asset Lifecycle Intelligence division (Hexagon) is seeking a qualified Support Analyst to join our team. This position is ideal for recent graduates with an engineering background or individuals with equivalent experience. Hexagon offers a professional and flexible work environment, excellent benefits, and opportunities for career advancement. The ideal candidate will work as part of a global team to provide technical support through direct interactions with customers, internal service consultants, our cloud solutions, as well as customer on-premise installations of our Smart Construction and Asset Information Management (AIM) products. The role demands a strong technical knowledge, troubleshooting skills, and a collaborative team-oriented mindset. In this role, you will regularly interact with solution development, ownership teams, and customers to investigate and resolve problems, discuss and document design issues. You will be responsible for providing real-time global support to internal stakeholders as well as external customers for product-related issues. This includes performing troubleshooting tasks such as root cause analysis and mitigation of issues reported by users, as well as performing technical tasks in support of installation and maintenance of our products. You will interface with internal stakeholders, including management, software development, services, and product planning teams, facilitating communication and delivery of resolutions that require multi-disciplinary coordination. Additionally, you will contribute to an internal Salesforce knowledge base for knowledge transfer, provide status updates on critical issues to management, and make recommendations to the team on improving business processes and reducing support issues. Accurate documentation of support activities and outcomes is essential, as is maintaining adherence to customer service level objectives. This will be a hybrid role with a required 2 days in the office per week.

Responsibilities

• Provide technical support through direct interactions with customers and internal service consultants.
• Investigate and resolve problems related to Smart Construction and Asset Information Management (AIM) products.
• Perform troubleshooting tasks such as root cause analysis and mitigation of issues reported by users.
• Support installation and maintenance of products.
• 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.
• Equivalent experience in a related field is a plus.
• 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 is preferred.
• Familiarity with Windows Internet Information Services, Oracle, or MSSQL DB.
• Understanding of computer networking and performance monitoring.
• Experience providing documentation, guidance, and instruction to users.
• 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 is preferred.
• Experience with CAD or engineering applications is a plus.
• Programming and database experience is beneficial.

Nice-to-haves

• Experience in the construction process industry.
• Familiarity with CAD or engineering applications.
• Programming and database experience.

Benefits

• Professional and flexible work environment.
• Opportunities for career advancement.