Overview
Technical Support Analyst (Remote, full-time) with 1 to 3 years of Level 1 software support experience to join the client operations team of our U.S. client. You will help ensure our client's software lives up to its world-class reputation.
Our client provides a cloud-based ERP platform for energy industry customers, delivering field service management, field data gathering, transportation, production, accounting, and land software solutions. Backed by private equity, the client aims to accelerate business performance, improve operational efficiency, and reduce costs.
Responsibilities
* Deliver Level 1 customer support for the client’s software products
* Work on technical issues and manage the direct client feedback loop
* Help secure existing revenue through customer retention
* Manage complex issues and drive escalations to resolution
* Build cross-application knowledge among core modules
* Push the software to be efficient, intuitive, and best-in-class
* Gain experience in the oil and gas industry, including economic, accounting, and finance knowledge
Required Experience
* 1 to 3 years of Level 1 software support experience
* Basic skills; proficiency with Microsoft Office
* A drive to continue learning in energy and the client’s software
* Advanced problem-solving skills
* Ability to triage and actively manage a support queue
* Dependability and ability to prioritize concurrent tasks
* Must be available for on-call rotation
* Ability to work U.S. CST business hours
* Self-starter and resourceful; able to work independently or as part of a team
* Experience in a vibrant, dynamic startup environment; trustworthy, team-oriented, and transparent
Desired Experience
* Bachelor’s degree or equivalent experience
* Experience creating manuals, training documentation, and interactive training materials for software
* Experience supporting SaaS applications and reproducing issues in a test environment
* Familiarity with the Software Development Lifecycle (SDLC)
* Experience with oil and gas revenue accounting or related fields
Additional Information
* Own your ideas and think big; contribute to a collaborative environment
* Opportunity to work with innovative and creative people
* Transparent culture with learning from mistakes
* 15 days PTO, one floating day, three sick days, and holidays
* Start: ASAP
About Velozient
Velozient is a privately held nearshore software development company providing outsourced development resources to North American companies. We focus on world-class remote resources and growth in a fast-paced, dynamic team environment.
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