Customer Support Specialist

1 week ago

Smyrna, Georgia, United States PowerPlan, Inc. Full time

POSITION SUMMARY

PowerPlan, Inc. is dedicated to enhancing the financial performance 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 grasping their business goals, priorities, challenges, and processes to formulate solution recommendations. This role is 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 to effectively provide value to our clients. The ideal candidate must be highly cooperative, possess a curious mindset, and be adept at managing uncertainty and frequently shifting priorities. This position demands exceptional attention to detail, a commitment to accuracy, and a strong dedication to completing tasks punctually. The individual in this role will approach work with seriousness, exhibit a strong sense of responsibility, and maintain discipline.

A somewhat brisk pace will be the standard for this position. The primary focus will be on detailed, specialized tasks, requiring a conservative, careful, and meticulous approach to work.

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 two months. This exercise serves as the foundation for the functional and technical knowledge essential for this role.

2. Complete PowerPlan's SQL Assessment: Within the first two months, complete a SQL assessment designed to develop necessary SQL skills while familiarizing oneself with PowerPlan's underlying data model. This is a critical aspect of the role, requiring the ability to utilize SQL to analyze large data sets to identify issues and devise solutions.

3. Develop and unit test solutions for Premier Services customers with limited guidance: Our clients depend on our capability to translate functional business requirements into technical solutions that achieve their strategic objectives. Collaborate with Customer Success Managers to design, develop, and test technical solutions addressing the business challenges of our Premier Services clients, utilizing available tools (SQL, PL/SQL, Powerbuilder). A typical solution may take a Support Analyst 8-12 hours to complete. Examples of these solutions include integration programs for external systems, reports capturing critical financial and operational data, automated procedures replacing manual processes, and data conversion.

4. Manage tasks to meet internal and Premier Services customer deadlines: Contribute to our break-fix application support initiatives and Premier Services customer consulting events. Therefore, a Support Analyst must clearly communicate the status of tasks (e.g., solution enhancement requests, break-fix support issue resolution) to customers and Customer Success Managers, prioritizing work to meet associated deadlines.

5. Data Load & Processing: Process accounting data (additions, retirements, and book depreciation) into the PowerTax system up to six times per year per Premier Services customer and no more than twice per quarter per customer. In case of anomalies, assist in identifying and resolving the root cause.

6. Maintaining Customer Application Configuration: Tax processing occurs at the conclusion of the enterprise capital lifecycle. As data evolves and new data is defined upstream of our application, it is necessary to 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 up to once per quarter per Premier Services customer. Depending on the volume of required additions/updates, it may be necessary to develop a streamlined solution for executing mass configuration changes.

7. Financial Systems Reconciliation: PowerPlan's proprietary software features internal integration points, external integration points, and complex calculation engines. Perform reconciliations to validate financial results that the CFOs of our Premier Services customers 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 customers.

KNOWLEDGE, SKILLS, AND ABILITIES

Required:

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (Tax, Accounting)
  • Exceptional written and verbal communication skills
  • Ability to analyze complex processes and identify root causes methodically
  • Ability to collaborate and function as part of a team
  • Ability to quickly establish oneself as a trusted advisor to PowerPlan's clients
  • Understanding of system and network architecture, system platforms, system access, database design, SQL queries, and network protocols
  • Demonstrated capability to solve complex problems and possess a high level of technical proficiency
  • 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 EOE

Applicant Privacy Notice

Please note that this is a hybrid role involving a combination of onsite work and remote work. While we strive to accommodate flexible working arrangements when feasible, there will be occasions when onsite work is necessary, including scheduled office days, team meetings, client meetings, or special events.

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