Senior Support Analyst
Senior Support Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Overview
For more than 30 years PowerPlan has helped North Americanenergy companies make the right financial decisions which improve lives and powers the world. Through our industry-leading expertise innovative technology and vast experience listening to and working in tandem with our customers PowerPlan software sets the standard that CFOs can count on.
PowerPlan is looking for a Technical Senior Support Analyst in our Product Support team who will contribute to the on-going success of our customer experience. The Product Support team provides technical and functional expertise to ensure PowerPlans customers reach their business goals with our software. You will play a critical role in ensuring customer satisfaction by triaging prioritizing and troubleshooting including periodically reviewing application code to identify an appropriate resolution of the issue.
You will be responsible for providing continual communication to the customer during the span of issue resolution and escalating to senior resources as needed to ensure a positive customer experience is delivered. As a Technical Senior Support Analyst you will enhance your critical thinking technical troubleshooting and communication skills.
Responsibilities
Key Performance Objectives
- Resolve Customer Cases with Accuracy and Speed: Within 90 days of onboarding completion independently resolve at least 80-85% of assigned support cases within defined SLAs. Maintain a personal queue with less than 5% overdue cases while achieving high accuracy and documentation standards.
- Debug Complex Application Issues: Analyze and resolve at least 1 complex customer issues per week that require code-level debugging (e.g. PowerBuilder SQL .NET PLSQL). Submit detailed root cause analysis and resolution notes for all resolved issues.
- Deliver a Positive Customer Experience: Achieve a minimum customer satisfaction rating of 4.5 based on follow-up surveys and feedback. Keep customers proactively informed during the resolution lifecycle for all active cases.
- Grow Subject Matter Expertise in Target Modules: Demonstrate a deep functional understanding of 1-2 prescribed PowerPlan products and utilize to resolve customer issues independently. Regularly contribute insights to internal knowledge base and assist peers with module-specific escalations.
- Demonstrate Technical Leadership: Write or update 5 reusable knowledge base articles or scripts to improve team efficiency and self-service support. Mentor junior analysts and share techniques during team huddles or retrospectives.
- Support and Improve Team Processes: Participate in at least one team process improvement initiative per quarter (e.g. case triage optimization tool enhancement). Provide feedback that leads to measurable time savings or increased resolution quality.
- Maintain Operational Flexibility: Support after-hours or on-call rotations without SLA breaches or customer escalations. Demonstrate adaptability by handling cross-module cases and working varied shifts as required.
Qualifications
Required
- Bachelors in Computer Science Information Technology Engineering or a related subject matter field (Tax Accounting)
- Excellent written and verbal communication skills
- Ability to analyze complex processes and identify root cause in a methodical manner
- Ability to collaborate and work as part of a team
- Ability to quickly establish oneself as a trusted advisor to PowerPlans customers
- Understanding of system and network architecture system platforms system access database design SQL queries and network protocols
- Demonstrated ability to solve complex problems and possess high level of technical skills
- Ability to work alternate shift schedules and 24x7 on-call schedule as needed
- Skilled in MS Office Suite
- Must be authorized to work in the US
Preferred
- Experience with key enterprise applications including ERP EAM and CRM (e.g. SAP Oracle Maximo PeopleSoft)
- Knowledge of financial accounting processes (General Ledger Accounts Payable Accounts Receivable Fixed Assets Project Accounting Close Budget)
- Hands-on experience working on or with capital projects capital budgets and fixed asset accounting or business tax software
- Industry experience within utilities energy markets oil and gas mining transportation natural resources or telecom
- Experience using and/or implementing PowerPlan products
- Knowledge and experience with developing complex SQL queries
- Experience with Salesforce or similar support ticketing system
Competencies are specific behaviors that relate to a set of skills and abilities that are critical for employees to be successful in this position. The competencies for this position are as follows:
- Accountability: Take responsibility and be accountable for own action; drives assigned tasks to completion or engages others appropriately. Provides timely updates for projects and tasks without being asked. Works effectively with some direction.
- Technical Ability and Critical Thinking: Display familiarity in the use of core software applications or other technology used in role. Looks for opportunities to expand technical abilities for efficiency with day to day tasks. Research and analyze information and make recommendations based on relevant evidence. Identify ways to improve systems or processes which are used by the team.
- Communication: Write in a way that is logical and easy to follow. Clearly explain and present ideas and arguments. Communicate routine technical information clearly. Practice active listening consistently particularly with customers. Uses email appropriately to provide information to others regarding support issues.
- Customer Skills: Support a culture of quality customer service in the organization. Demonstrate a thorough knowledge of the services provided and relay to customers. Keep customers informed of progress and seek feedback to ensure their needs are met. Show respect courtesy and fairness when interacting with customers. Cooperate across work areas to improve outcomes for customers. Positive feedback is received from customer after interactions.
PowerPlan is an EOE
Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible there will be times when onsite work is required. This could include scheduled office days team meetings client meetings or special events.
Required Experience:
Senior IC
Employment Type
Unclear
