PowerPlan, Inc. · 4 months ago
Support Analyst
US-GA-Atlanta
Full-time
Hybrid
Mid LevelPowerPlan, Inc. is a company that has supported North American energy companies for over 30 years by providing innovative technology and expertise. They are seeking a Support Analyst to join their Product Support team, focusing on ensuring customer satisfaction through technical and functional support, troubleshooting, and effective communication during issue resolution.
AccountingSoftware
No H1B
Responsibilities
Resolve Customer Cases with Accuracy and Speed: Within 90 days of onboarding completion, independently resolve at least 80-85% of assigned support cases within defined SLAs. Maintain a personal queue with less than 5% overdue cases while achieving high accuracy and documentation standards
Debug Complex Application Issues: Analyze and resolve at least 1 complex customer issues per week that require code-level debugging (e.g., PowerBuilder, SQL, .NET, PLSQL). Submit detailed root cause analysis and resolution notes for all resolved issues
Deliver a Positive Customer Experience: Achieve a minimum customer satisfaction rating of 4.5+ based on follow-up surveys and feedback. Keep customers proactively informed during the resolution lifecycle for all active cases
Grow Subject Matter Expertise in Target Modules: Demonstrate a deep functional understanding of 1-2 prescribed PowerPlan products and utilize to resolve customer issues independently. Regularly contribute insights to internal knowledge base and assist peers with module-specific escalations
Demonstrate Technical Leadership: Write or update 5+ reusable knowledge base articles or scripts to improve team efficiency and self-service support. Mentor junior analysts and share techniques during team huddles or retrospectives
Support and Improve Team Processes: Participate in at least one team process improvement initiative per quarter (e.g., case triage optimization, tool enhancement). Provide feedback that leads to measurable time savings or increased resolution quality
Maintain Operational Flexibility: Support after-hours or on-call rotations without SLA breaches or customer escalations. Demonstrate adaptability by handling cross-module cases and working varied shifts as required
Qualification
Required
Bachelor's in Computer Science, Information Technology, Engineering or a related subject matter field (Tax, Accounting)
Excellent written and verbal communication skills
Ability to analyze complex processes and identify root cause in a methodical manner
Ability to collaborate and work as part of a team
Ability to quickly establish oneself as a trusted advisor to PowerPlan's customers
Understanding of system and network architecture, system platforms, system access, database design, SQL queries and network protocols
Demonstrated ability to solve complex problems and possess high level of technical skills
Ability to work alternate shift schedules and 24x7 on-call schedule as needed
Skilled in MS Office Suite
Must be authorized to work in the US
Preferred
Experience with key enterprise applications, including ERP, EAM, and CRM (e.g., SAP, Oracle, Maximo, PeopleSoft)
Knowledge of financial accounting processes (General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Project Accounting, Close, Budget)
Hands-on experience working on or with capital projects, capital budgets and fixed asset accounting, or business tax software
Industry experience within utilities, energy markets, oil and gas, mining, transportation, natural resources, or telecom
Experience using and/or implementing PowerPlan products
Knowledge and experience with developing complex SQL queries
Experience with Salesforce or similar support ticketing system
Company
PowerPlan, Inc.
PowerPlan’s award-winning integrated platform gives key stakeholders in accounting, tax, finance, operations, IT and regulatory the clarity they need to make decisions that improve corporate performance.
Founded in 1994
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$110.1M2018-05-21Acquired
2010-02-26Private Equity· $110.1M
1998-02-01Series Unknown
Leadership Team
Raphael Shure
Chief Executive Officer
Vivek Srivastava
Chief Technology Officer
Recent News
2025-12-17
2025-11-19
2025-11-19
Company data provided by crunchbase