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Technical Support Analyst

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor’s degree required, 2+ years in web solutions implementation, 2+ years in IT or professional services, Strong SQL skills for complex queries, Experience with utilities industry or GIS.

Key responsabilities:

Provide superior customer support for SPANS software
Educate customers on product usage and best practices
Collaborate with team members for customer success
Configure new customers within the SPANS solution
Train clients on SPANS operations and functionality

SSP Innovations, LLC Utilities (Electric, gas & water) SME https://www.sspinnovations.com/

51 - 200 Employees

See more SSP Innovations, LLC offers

Job description

SSP is seeking a Technical Support Analyst to help us continue our practice of delivering high-quality work to a broad portfolio of clients within the energy industry.

This is a remote, work-from-home position.

The following are duties and responsibilities specific to this role:

Provide superior customer support and troubleshoot client issues with SPANS software and assist clients in exceeding their expectations for their use of the SPANS software.
Educate customers on SPANS products and services and how best to leverage them in their daily operations.
Proactively identify best practices/workflow changes to improve customer satisfaction.
Work collaboratively with other SPANS team members to get the right answers for our customers and to deliver an exceptional customer experience.
Manage and document system configurations.
Ensure deliverables are thoroughly tested and meet customer expectations.
Configure and implement new customers within the SPANS solution.
Participate in technical workshops to define user requirements necessary to configuration SPANS and define custom additions to the SPANS platform for specific customer requirements.
Provide day-to-day support services for the SPANS community ensuring a timely and positive outcome for our growing customer base.
Document product bugs for the development team to work on.
Perform configuration changes to the SPANS environment to meet user needs.
Participate in testing and QA efforts prior to deployment of changes in Development, Testing, and Production environments.
Identify and escalate issues to team lead as necessary.
Train clients on product operations, functionality, and usage.

Preferred Qualifications

Proficiency in ticketing support tools like Jira.
Proficiency in Software Development management tool like TFS.
Database troubleshooting experience (including management tools such as SQL Developer, SQL Server Management Studio).
Flexible to work across different US time zones.

Required Education, Experience, Abilities and/or Skills

Bachelor’s degree is required.
2+ years’ experience of implementing solutions in a web environment.
2+ years’ experience in IT or professional services and delivery.
2+ years’ experience working within the utilities industry, preferably with experience within the utility Joint Use space and/or Utility GIS space.
Strong SQL skills to create and interpret complex database scripts and queries.
Ability to distill complex technical requirements down into a logical, translatable, and comprehensive form in order to communicate these concepts to customers, partners, and other SSP staff.
Excellent verbal and written communication skills.
Pro-active problem-solver with strong technical analysis skills.
Excellent time management and organizational skills.
Flexible and able to handle multiple support tickets concurrently.
Applies a common-sense approach when prioritizing daily tasks.
Self-directed and proactive in a work remote environment.