Technical Support Analyst Job Description
We are seeking a dedicated and detail-oriented technical support specialist to join our team. As a critical member of our client operations team, you will play a vital role in ensuring that our software meets the highest standards.
Our software provides cloud-based solutions to numerous energy industry customers, delivering market-leading field service management, data gathering, transportation, production, accounting, and land software applications.
Key Responsibilities:
* Deliver exceptional customer support for our software products.
* Triage reported end-user customer incidents with precision and speed.
* Collaborate with clients to resolve technical issues and improve the direct client feedback loop process.
* Contribute to customer retention by providing proactive incident queue management.
* Utilize advanced troubleshooting skills to resolve complex issues and drive escalations to resolution.
* Develop cross-application knowledge among our core application modules.
* Promote best-in-class software experiences through rigorous testing and quality assurance.
* Gain experience in the oil and gas industry, including economic, accounting, and finance knowledge.
Required Skills and Qualifications:
* Exceptional English verbal and written communication skills.
* 1 to 3 years of Level 1 software support experience.
* Basic SQL skills and proficiency in using the Microsoft Office Suite.
* A strong drive to continue learning in the energy business and our software.
* Advanced problem-solving skills and ability to triage and actively manage a support queue.
* Dependability, time management, and prioritization skills.
* Ability to work U.S. CST business hours and participate in an on-call rotation.
* Self-motivation and resourcefulness in a fast-paced environment.
* Capacity to work independently or as part of a team.
* Proven experience working effectively in a dynamic startup environment.
* Strong teamwork, transparency, and trustworthiness.
Benefits:
* Opportunity to contribute your ideas and be recognized for your achievements.
* Work alongside talented and creative individuals who value collaboration and innovation.
* Grow professionally in a supportive and dynamic environment.
* 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays.
Others:
Opportunities abound for personal growth and professional development.