Support Analyst

at  PowerPlan Inc

Overview:
The Customer Operations team at PowerPlan provides industry best customer experience for ongoing maintenance of the PowerPlan application. We are looking for a Technical Solution Support Analyst of our Product Support team who will contribute to the on-going success of PowerPlan’s customer experience. The Product Support team provides technical and functional expertise to ensure PowerPlan’s customers reach their business goals with the PowerPlan software. 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. You will be responsible for providing continual communication to the client during the span of issue resolution and escalating to senior resources to ensure a positive customer experience is delivered. As a Technical Solution Support Analyst, you will enhance your critical thinking, technical, troubleshooting, and communication skills.

Responsibilities:

• Provide support for PowerPlan application: Responsible for cases on case assignment days. Manage personal queue in accordance with product support standards and ensure cases are resolved in a timely manner. Provide a quality customer experience through all interactions. 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.
• Participate in team initiatives: As PowerPlan continues to evolve, provide input into operational initiatives to improve the team. Demonstrate a positive team attitude to contribute to the success of team and/or PowerPlan initiatives.
• Develop Functional and Technical Knowledge of PowerPlan Application: Gain understanding of the business solution the PowerPlan application solves for customers. Expand knowledge into a deeper understanding of 1 to 2 component modules of the PowerPlan Application. Develop and maintain technical skills in PowerPlan primary development tools (SQL, PowerBuilder, .NET) and secondary development tools as needed (C, ABAP, etc.).

Qualifications:

• Provide support for PowerPlan application: Responsible for cases on case assignment days. Manage personal queue in accordance with product support standards and ensure cases are resolved in a timely manner. Provide a quality customer experience through all interactions. 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.
• Participate in team initiatives: As PowerPlan continues to evolve, provide input into operational initiatives to improve the team. Demonstrate a positive team attitude to contribute to the success of team and/or PowerPlan initiatives.
• Develop Functional and Technical Knowledge of PowerPlan Application: Gain understanding of the business solution the PowerPlan application solves for customers. Expand knowledge into a deeper understanding of 1 to 2 component modules of the PowerPlan Application. Develop and maintain technical skills in PowerPlan primary development tools (SQL, PowerBuilder, .NET) and secondary development tools as needed (C, ABAP, etc.)