Support Analyst

Overview

For more than 30 years, Power Plan has helped North American energy companies make the right financial decisions which improve lives and powers the world. Through our industry-leading expertise, innovative technology and vast experience listening to and working in tandem with our customers, Power Plan software sets the standard that CFOs can count on.

Power Plan is looking for a Support Analyst in our Product Support team who will contribute to the on-going success of our customer experience. The Product Support team provides technical and functional expertise to ensure Power Plan’s customers reach their business goals with our software. You will play a critical role in ensuring customer satisfaction by triaging, prioritizing and troubleshooting, including periodically reviewing application code, to identify an appropriate resolution of the issue.

You will be responsible for providing continual communication to the customer during the span of issue resolution and escalating to senior resources as needed to ensure a positive customer experience is delivered. As a Technical Senior Support Analyst, you will enhance your critical thinking, technical, troubleshooting and communication skills.

Key Performance Objectives

• 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., Power Builder, 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 Power Plan 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.

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 Power Plan’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, People Soft)
• 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…