78 applicants

Company

SSP Innovations, LLC · 8 hours ago

Technical Support Analyst

Denver Metropolitan Area

Full-time

Remote

Entry, Mid Level

2+ years exp

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Hiring Manager

Jeff Cegielski

Insider Connection @SSP Innovations, LLC

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Responsibilities

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SPANS softwareSQLWeb solutions implementationJiraTFSDatabase troubleshootingUtilities industry experienceTechnical analysis

Required

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