Application Support Associate

Engineering Bahrain


Description

We are currently searching for immediate hire an Application Support Associate to provide technical and application support to the PAS organization within 3 departments: Operations, Technical Support, and Quality Assurance.   

 

Position Responsibilities

  • Operations
    • Installs and configures PAS products at client’s site.
    • Conducts training for client on the utilization and administration of PAS products.
    • Provides technical support to clients.
    • Writes up documentation for all completed installation projects.
    • Maintains a professional demeanor while interfacing with clients.
    • Works closely with software developers, customer care support team, quality assurance and other Deployment Engineers to complete installation projects successfully.
  • Technical Support 
    • Investigate PAS product technical issues encountered by customers, and communicate to the customer the resolution to the issues and problems.
    • Assist customers with software installations and troubleshooting via phone, remote connections like Microsoft LiveMeeting, and email.
    • Provide customers with software instructions and or functionality assistance.
    • Maintain constant contact with assigned customers in an effort to keep them updated on the progress toward resolutions of software related issues.
    • Notify software development personnel of new and/or reoccurring critical software defects.
    • Validate product defects prior to escalating to product managers and/or software development.
    • Create and manage assigned customer and internal cases in the PAS CRM system.
    • Validate software licenses as needed and contact appropriate PAS personnel if a license is expired and/or incorrect.
    • Partner with other PAS internal departments on escalated customer cases.
    • Assist with onsite customer installation or troubleshooting visits as required.
  • Common Functions
    • Demonstrate ability to work independently and problem solve with an ability to learn new technologies quickly.
    • Complete expense reports and timesheets.
    • Complete weekly activity report if required.
    • Perform various back office activities, such as setting up computers and/or networks.

 

Position Requirements:

  • Technical Degree is required.
  • 0 – 3 years’ experience in customer or technical support desired.
  • Must obtain TWIC identification (with PAS assistance).
  • Must pass Houston Area Safety Council basic certification.
  • Experience with Windows OS in a server environment.
  • Understanding of basic networking principles (e.g. IP addressing, Network components such as routers, switches etc.).
  • Proficient in Microsoft Office products including Word, Excel, PowerPoint and Visio.
  • Ability to create/edit scripts, batch jobs etc.
  • Demonstrated ability to follow written work processes.
  • Understanding of network protocols such as Telnet, FTP and HTTP highly desired.
  • Experience with Process Control desired.