The company is committed to enhancing healthcare standards globally, serving over 10,000 healthcare organizations. The company seeks an Associate Support Analyst to join its Customer Support team in Riyadh. This role involves delivering high-quality technical assistance and ensuring operational stability for customers. The Associate Support Analyst will leverage their developing expertise in the company products to address customer challenges effectively, leading to successful resolutions.
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Key Responsibilities:
- Provide clear and timely technical responses to customer inquiries to resolve routine and moderately complex support scenarios.
- Utilize diagnostic methods to examine and resolve technical problems while supporting root cause analysis.
- Identify escalation triggers and coordinate with L3 Support and Sustained Engineering teams.
- Investigate support cases as a second line of support and provide on-call support for critical application issues.
- Collaborate with departments such as Product Management to understand features and functionality and contribute to continuous support process improvement.
Qualifications:
- Bachelor’s degree in CIS, MIS, CS or a related field, with 3–4 years of experience in software support.
- Experience with integration protocols (APIs, HL7) and integration engines (Mirth Connect, Rhapsody).
- Knowledge of Windows server administration, SQL Server, MySQL, and infrastructure architecture.
- ITIL Foundation certification and knowledge of IT Service Management (ITIL) are advantageous.
- Ability to travel up to 60% within the UAE, Saudi Arabia, and the wider MEA region.
- Strong communication skills and a collaborative approach to teamwork.
Benefits:
- Private health and group accident insurance.
- Employee Assistance Program (EAP) for confidential support.
- Loyalty Awards for long-service employees.
Location: Riyadh, Riyadh, Saudi Arabia
Work Conditions: Hybrid, Full-time
Language Requirements: Fluent in Arabic and English
The company is an equal opportunity employer, ensuring inclusivity in all hiring practices. Reasonable accommodation is available for candidates with disabilities during the application and interview process.
