Software Support Analyst

Skills play a vital role in a workforce but We believe that hiring character over skill is the basic foundation for building a smart, efficient, passionate, driven, and impactful workforce.

AT MERIDIAN, WE FOCUS ON PEOPLE OVER PROFITS

Our flexible work model provides a healthy, safe, and open work culture that empowers our TeamMates.!


About the Opportunity:

As a Software Support Analyst, you will play a critical role in ensuring seamless operations for both our internal and external customers. By leveraging your technical expertise and strong problem-solving abilities, you’ll contribute to maintaining the high-quality service standards we’re known for. You’ll be part of a dynamic team dedicated to providing exceptional support and working collaboratively with various internal departments to resolve complex issues.

What You'll Be Doing:

- Customer Support: Provide direct assistance to external and internal customers, resolving their concerns via tickets and email. Focus on delivering timely and accurate solutions while maintaining a positive customer experience.
- Documentation: Ensure all relevant customer interactions, ticket details, and resolutions are documented for future reference. This will help improve efficiency and assist your colleagues with similar requests in the future.
- Escalation Management: Assess escalated tickets and follow the problem management process. Create effective problem tickets to track issues, ensuring they are resolved in a timely manner.
- Proactive Issue Resolution: Take ownership of daily tasks to identify and address potential issues quickly, preventing major i ---------- from escalating.
- Customer Meetings: Hold regular meetings with customers to understand their concerns and prioritize high-impact issues. Ensure that critical items are addressed promptly and effectively.
- Collaboration with Engineering Teams: Document system bugs and collaborate with internal engineering teams to address them. You’ll be responsible for keeping the customer informed by effectively communicating timelines for bug fixes.

Skills and Experience:

- Proven Experience: Minimum 3 years of full-time work experience in software support or a similar technical support role with a focus on troubleshooting and issue resolution.
- Technical Proficiency:
- You understand web services, including transport (primarily HTTP), common data formats (JSON and XML), and standard API patterns (e.g. SOAP and REST).
- Solid understanding of Linux and Unix fundamentals, server automation, scripting, networking, and security best practices.
Strong knowledge of bug tracking and issue management tools.
- Critical Thinking: Strong analytical and problem-solving skills. Ability to quickly resolve issues by using both experience and the information provided, all while maintaining a high standard of customer service.
- Communication Skills: Excellent verbal and written communication skills. Ability to explain complex technical concepts in a clear and understandable manner to customers, tea ---------- mbers, and other stakeholders.
- Organizational Skills: Highly organized and quality-oriented, with a keen attention to detail. Capable of prioritizing tasks effectively to ensure that internal SLAs are met or exceeded.

What You’ll Bring:
- Collaboration & Teamwork: A collaborative mindset, willing to share knowledge and work closely with peers, engineering teams, and other stakeholders to resolve issues efficiently.
- Customer-Centric Approach: A positive and customer-focused attitude, with the ability to build strong relationships and provide proactive solutions.
- Proactive Mindset: A strong sense of urgency and responsibility when addressing critical issues, ensuring minimal downtime and swift resolution of any challenges that arise.
- Continuous Improvement: A desire to contribute to process improvements, always looking for ways to enhance support workflows and the overall customer experience.

Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.