Support Analyst

The Support Analyst will work as a part of a dynamic team in a rapidly growing company environment. Working with Sales, Product and Professional Services teams, the SA will provide software support, create customized reports, answer complex questions on function and usage of product and ensure client satisfaction. While the role is truly one of an individual contributor, a high degree of interaction and team work are required to be effective.


  • 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


  • New York or Lebanon

Desired Skills and Experience

  • 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)