Technical Support Analyst

We are looking for a remote, full-timeTechnical Support Analystwith 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