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Customer Support Specialist
2 months ago
POSITION OVERVIEW
PowerPlan, Inc. is dedicated to enhancing the financial efficiency of our clients' assets through innovative solutions for intricate challenges. We are seeking a Support Analyst who will collaborate with our internal Customer Success Managers to assist clients in comprehending their business goals, priorities, obstacles, and workflows to formulate solution recommendations. Your role will be essential in investigating issues and delivering outcomes for initiatives crucial to our clients' success and the expansion of our recurring revenue streams.
We are in search of a proactive individual who is customer-oriented and a resourceful problem solver, capable of delivering value to our clients. This candidate must demonstrate strong collaboration skills, possess a curious mindset, and effectively navigate ambiguity and frequently shifting priorities. The role demands exceptional attention to detail, a commitment to accuracy, and a strong dedication to completing tasks punctually. The ideal candidate will approach their work with seriousness, a sense of responsibility, and discipline.
The pace of work will typically be faster than average, focusing on detailed, specialized tasks. This position will generally be task-oriented, requiring a conservative, careful, and meticulous approach.
KEY RESPONSIBILITIES
1. Complete PowerPlan's Implementation Challenge: As part of our structured onboarding program, a Support Analyst will undertake an implementation challenge to gain insights into our financial systems software implementation, the PowerPlan data model, and integrated system data flows within the initial months. This exercise is foundational for the functional and technical expertise required for this position.
2. Complete PowerPlan's SQL Assessment: Within the first months, complete a SQL assessment designed to cultivate essential SQL skills while familiarizing with PowerPlan's underlying data model. This is a vital aspect of the role, requiring the ability to utilize SQL for analyzing extensive data sets to identify issues and devise solutions.
3. Develop and unit test solutions for Premier Services' clients with minimal guidance: Our clients depend on our capacity to translate functional business requirements into technical solutions. Collaborate with Customer Success Managers to design, develop, and test technical solutions addressing the business challenges of our Premier Services clients using available tools (SQL, PL/SQL, Powerbuilder). Typically, a Support Analyst will require 8-12 hours to complete a solution. Examples of these solutions include integration programs for external systems, reports capturing critical financial and operational data, automated processes replacing manual tasks, and data conversion.
4. Manage tasks to meet internal and Premier Services client deadlines: Contribute to our break-fix application support initiatives and Premier Services client consulting events. Therefore, a Support Analyst must clearly communicate task statuses (e.g., solution enhancement requests, break-fix support issue resolutions) to clients and Customer Success Managers and prioritize work to meet associated deadlines.
5. Data Load & Processing: Process accounting data (additions, retirements, and book depreciation) into the PowerTax system multiple times per year for each Premier Services client. In case of anomalies, assist in identifying and resolving the root cause.
6. Maintaining Customer Application Configuration: Tax processing occurs at the end of the enterprise capital lifecycle. As data evolves and new data is defined upstream, we must maintain equivalent data elements or map new elements to existing ones, enabling our clients to successfully execute their business processes and reconcile their financial landscape. Review and maintain integration point configuration periodically for each Premier Services client. Depending on the volume of required additions/updates, you may need to devise a streamlined solution for mass configuration changes.
7. Financial Systems Reconciliation: PowerPlan's proprietary software includes internal and external integration points and complex calculation engines. You will conduct reconciliations to validate financial results that our Premier Services clients' CFOs rely on for auditable financials.
8. Resolve Product break-fix support inquiries: Assess urgency and understand priority to determine the most effective solution. Provide functional and technical problem-solving and issue resolution during peak periods (e.g., quarter-end, year-end) to clients.
QUALIFICATIONS
Required:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (Tax, Accounting)
- Exceptional written and verbal communication skills
- Adept at analyzing complex processes and identifying root causes methodically
- Ability to collaborate and function effectively as part of a team
- Capability to quickly establish trust as an advisor to PowerPlan's clients
- Understanding of system and network architecture, system platforms, system access, database design, SQL queries, and network protocols
- Proven ability to solve complex problems and possess a high level of technical expertise
- Proficient in MS Office Suite
- Must be authorized to work in the US
Preferred:
- Hands-on experience with capital projects, capital budgets, fixed asset accounting, or business tax software
- Experience with key enterprise applications, including ERP, EAM, CRM, and Maximo
- Experience delivering enterprise-level software applications/solutions, including ERP, EAM, etc. (e.g., SAP, Oracle, PeopleSoft)
- Experience using and/or implementing PowerPlan
PowerPlan is an Equal Opportunity Employer
Applicant Privacy Notice
This position is hybrid, requiring a combination of onsite work and remote work. While we aim to accommodate flexible working arrangements when feasible, there will be occasions when onsite presence is necessary for scheduled office days, team meetings, client meetings, or special events.
