Technical Support Analyst
We are seeking a skilled Technical Support Analyst to join our team. This role will play a critical part in ensuring our software meets world-class standards.
The client provides a cloud-based ERP platform to hundreds of energy industry customers, offering market-leading field service management and more.
* Deliver exceptional customer support for software products
* Triage reported end-user customer incidents
* Work on technical issues and support the direct feedback loop process
* Help secure revenue by means of customer retention
* Provide incident queue management
* Utilize troubleshooting skills
* Manage complex issues and drive escalations to resolution
* Build cross-application knowledge among core application modules
* Promote software as efficient, intuitive, and best-in-class
Required Experience:
* Excellent English verbal and written skills
* 1-3 years of Level 1 software support experience
* Basic skills
* Proficiency in using Microsoft Office Suite
* Drive to continue learning in the energy business and software
* Advanced problem-solving skills
* Ability to triage and manage a support queue
* Innate passion for customer service
* Dependability and ability to prioritize tasks
* Must be available for an on-call rotation
* Ability to work U.S. CST business hours
* Self-starter with resourceful nature
* Ability to work independently or as part of a team
* Proven experience working in a dynamic environment
* Trustworthy, team-oriented, and transparent
Desired Experience:
* Bachelor's degree or equivalent experience
* Experience creating manuals and interactive training materials
* Software support and troubleshooting experience for SaaS applications
* Issue reproduction experience in a test environment
* Software Development Lifecycle (SDLC) experience
* Oil and gas revenue accounting or related fields experience