Technical Support Analyst

at  Olameter Corporation

Olameter is now hiring for a Technical Support Analyst!
The Technical Support Analyst plays a crucial role in providing technical assistance and support to customers who are experiencing issues with software, hardware, or other technical products. They are responsible for diagnosing and resolving problems, escalating complex issues to higher-level support teams when necessary, and ensuring customer satisfaction through effective communication and problem-solving.
This position will be working out of our office in Denver, CO, with some travel involved.

REQUIREMENTS:

• Proven work experience as a Technical Support Analyst or similar role
• Effective communication skills with the ability to convey technical information in a clear manner to non-technical individuals.
• Excellent problem-solving skills with the ability to think analytically and logically.
• Experience working on Tier 2 technical support of a SaaS product/platform.
• Functional knowledge of SQL
• Strong knowledge of computer systems, software applications, and network troubleshooting
• Familiarity with remote desktop tools for providing remote support.
• Demonstrated knowledge of operating systems (Windows) and common software applications.
• Patient and empathetic approach when dealing with customers’ technical difficulties.
• Experience/Knowledge locating underground utility lines (gas/electric/water)
• Must have a valid driver’s license
  Degree in Computer Science, Information Technology, or a related field is considered an asset!
  Olameter is one of the largest meter servicing companies in North America with over 1,500 employees providing services in 30 states and provinces to over 300 utilities.
  Olameter is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state/provincial, or local laws.
  If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please contact us at 1-800-903-7003.
  If you want to take the next step in your career, we encourage you to apply today! #INDHU

• Maintain a high level of knowledge of supported applications through training, experimentation, test case review and involvement with the development team, support team and users.
• Train users on supported applications.
• Respond to customer inquiries and provide technical support via phone, email, or chat.
• Troubleshoot and resolve software, hardware, and network issues.
• Guide customers through step-by-step solutions and provide clear instructions.
• Escalate unresolved issues to appropriate internal teams for further investigation.
• Create detailed documentation of customer interactions and issue resolutions.
• Create and maintain documentation for troubleshooting procedures.
• Collaborate with cross-functional teams to identify product improvements or bug fixes.
• Maintain a high level of customer satisfaction by ensuring timely and effective resolution of issues.
• Stay up to date with product knowledge, industry trends, and best practices in technical support.
• Contribute to the development of self-help resources such as knowledge base articles or FAQs.