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Support Analyst

Support Analyst

ID 
2017-1397
# of Openings 
1
Job Locations 
CA-Calgary
Min. Exp. (Yrs) 
2
Posted Date 
21/09/2017
Category 
Information Technology

More information about this job

Overview

Reporting to the Chart Integration Manager, the Support Analyst will assist in user support, implementation, delivery, training, and support for the ProChart application. The right candidate will be a key resource and will be called upon to do various business tasks related to the user experience (including adoption) and to provide high-level business support to our customers. This candidate will also be a key resource in the expansion and unification of our product support department.

Qualifications

  • Associate degree required (Bachelor's degree preferred)
  • Two or more years of direct work related experience on a support desk or software testing environment
  • Excellent interpersonal, customer service and communication skills
  • Understanding and experience in gas measurement an asset
  • Basic understanding of networks
  • A high degree of proficiency in Microsoft Excel
  • Strong understanding of SQL database language
  • Excellent time management skills
  • Strong, logical problem solving skills with ability to analyze and make an educated decision.
  • Ability to work independently with limited or no supervision at times.

Responsibilities

 

Problem Resolution

  • Significant interaction with members of the ProChart group, development team, and IT Infrastructure
  • Manages a fast-paced queue of support inquiries and request
  • Monitor remote and local systems for correct operations and throughput metrics logged
  • Immediate fault identification and prioritization (including on call work)
  • Preventative / proactive maintenance to ensure systems availability
  • Maintain ticketing system
  • Test and document reported issues

 

Client Support

  • Assist in the timely resolution of customer inquiries
  • Ensures client requests are acknowledged and resolved within service level agreements
  • Works closely with various departments to ensure solution resolution and excellent customer service for clients.
  • Communicate with clients in relation to their support requests
  • Provide client training, and client refresher courses for website and scanner training
  • Maintain software training manuals
  • Track requests and resolutions
  • Set up, and maintenance of scanners
  • Inventory management
  • Creating and updating user logins and passwords
  • Configuration of sites

 

Database Operations

  • Monitor production data for integrity
  • Report and data manipulations on ad hoc basis

CriticalControl Energy Services offers competitive compensation, numerous company benefits and excellent opportunities for advancement to staff with the commitment to succeed in our dynamic business environment.  We are interested in candidates who have the desire to become experts in the field and who are willing to learn and advance their careers. We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted.