Technical Support Analyst

We are looking for a remote, full-time Technical Support Analyst with 1 to 3 years of Level 1 software support experience to join the client operations team of our U.S. client. You will play a critical role in ensuring our client's software lives up to its world-class reputation.

Our client provides a cloud-based ERP platform to hundreds of energy industry customers, delivering market-leading field service management, field data gathering, transportation, production, accounting, and land software solutions. Backed by private equity, our client accelerates business performance, improves operational efficiency, and reduces costs.

Responsibilities

- Deliver Level 1 customer support for our client's industry-leading software products
- Triage reported end-user customer incidents
- Work on technical issues and support the direct client feedback loop process
- Help secure existing revenue by means of customer retention
- Provide incident queue management
- Utilize troubleshooting skills
- Help manage complex issues and drive escalations to resolution
- Build and demonstrate cross-application knowledge among the client's core application modules
- Push the client's software to the limit, making sure it is efficient, intuitive, and best-in-class
- Gain experience in the oil and gas industry, including economic, accounting, and finance knowledge

Required Experience

- Excellent English verbal and written skills
- 1 to 3 years of Level 1 software support experience
- Basic skills
- Proficiency in using the Microsoft Office Suite
- A drive to continue learning in the energy business and the client's software
- Advanced problem-solving skills
- Ability to triage and actively manage a support queue
- Innate passion for customer service
- Dependability and ability to manage as well as prioritize concurrent tasks
- Must be available for an on-call rotation
- Ability to work U.S. CST business hours
- Must be a self-starter and resourceful
- Ability to work independently or as part of a team
- Proven experience working effectively in a vibrant, dynamic startup environment
- Trustworthy, team-oriented, and transparent

Desired Experience

- Bachelor's degree or equivalent experience
- Experience creating manuals, training documentation, and interactive training materials for software applications
- Experience providing software support and troubleshooting for SaaS applications
- Experience in reproducing issues in a test environment before production deployment
- Experience in the Software Development Lifecycle (SDLC)
- Experience with oil and gas revenue accounting, gas processing, crude/gas/NGL transportation, or related fields

Additional Information

- Knowing your ideas are heard and matter, think big
- You get to own your job and be recognized for your contributions
- Work with innovative and creative people
- Making mistakes is human. Let's learn from them. Be transparent
- We recognize you as an individual, with no presumptions or judgment. Be the extraordinary you
- 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays
- Start: ASAP

About Velozient

We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources to work as valued client team members. If this type of opportunity excites you, then consider joining our team