Technical Support Analyst
1 week ago
The Customer Operations team at PowerPlan provides industry best customer experience for ongoing maintenance of the PowerPlan application. We are looking for a Technical Solution Support Analyst of our Product Support team who will contribute to the on-going success of PowerPlan’s customer experience. The Product Support team provides technical and functional expertise to ensure PowerPlan’s customers reach their business goals with the PowerPlan software. You will play a critical role in ensuring customer satisfaction by triaging and prioritizing issues and in some cases reviewing application code to identify appropriate resolution. You will be responsible for providing continual communication to the client during the span of issue resolution and escalating to senior resources to ensure a positive customer experience is delivered. As a Technical Solution Support Analyst, you will enhance your critical thinking, technical, troubleshooting, and communication skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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Provide support for PowerPlan application:
Responsible for cases on case assignment days. Manage personal queue in accordance with product support standards and ensure cases are resolved in a timely manner. Provide a quality customer experience through all interactions. Analyze, debug, and troubleshoot complex application code to determine root cause of issues. Escalate code maintenance issues to maintenance team to guarantee a positive customer experience. Utilize SalesForce to manage cases, log time entries, document solutions and case comments.
·
Participate in team initiatives:
As PowerPlan continues to evolve, provide input into operational initiatives to improve the team. Demonstrate a positive team attitude to contribute to the success of team and/or PowerPlan initiatives.
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Develop Functional and Technical Knowledge of PowerPlan Application:
Gain understanding of the business solution the PowerPlan application solves for customers. Expand knowledge into a deeper understanding of 1 to 2 component modules of the PowerPlan Application. Develop and maintain technical skills in PowerPlan primary development tools (SQL, PowerBuilder, .NET) and secondary development tools as needed (C, ABAP, etc.).
KNOWLEDGE, SKILLS AND ABILITIES
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 PowerPlan’s 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 24×7 on-call schedule, as needed
· Skilled in MS Office Suite
· Must be authorized to work in the US
Preferred
· Hands-on experience working on or with capital projects, capital budgets and fixed asset accounting, or business tax software
· Experience with key enterprise applications, including ERP, EAM, CRM and Maximo
· Experience running and delivering enterprise level software applications/solutions, including ERP, EAM, etc. (e.g., SAP, Oracle, PeopleSoft)
· Experience using and/or implementing PowerPlan products
KEY COMPETENCIES
Competencies are specific behaviors that relate to a set of skills and abilities that are critical for employees to be successful in their position. The key competencies for Technical Solution Support Analyst are as follows:
·
Problem Solving : Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
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Data gathering and analysis : Collecting, consolidating, and using relevant information; recognizing important information; tracing possible causes of problems, and searching for practical data/solutions.
·
Customer Focus:
Knowing the customer business needs and acting accordingly; anticipating customer needs and giving high priority to customer satisfaction and customer service.
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