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Technical Support Specialist

2 months ago

Atlanta, Georgia, United States PowerPlan Full time
Job Title: Technical Solution Support Analyst

Overview

The Customer Operations team at PowerPlan is seeking a highly skilled Technical Solution Support Analyst to join our Product Support team. As a key member of our team, 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.

Key Responsibilities:

  • Provide support for PowerPlan application, including managing personal queue and ensuring cases are resolved in a timely manner.
  • 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.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related subject matter field.
  • 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.
  • Understanding of system and network architecture, system platforms, system access, database design, SQL queries, and network protocols.

Preferred Qualifications:

  • 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).

Competencies:

  • Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
  • 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.

PowerPlan is an Equal Opportunity Employer.