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.
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