Customer Support Analyst

Customer Support Analyst – Pak Energy

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Pak Energy is a growing fast‑paced company with cool products. Expect to learn, to be challenged, and to have fun. We're a trusted partner to more than 1,900 oil & gas firms, helping our customers innovate with confidence. Our mission is to simplify the hardest problems, automate operations, and help our customers maximize their profitability. To do that, we need exceptional people on our team.

As our team grows, we are seeking a Customer Support Specialist. This individual is responsible for handling questions, comments, requests, and complaints regarding the company’s transportation software. The goal is to provide positive customer experience and enhance relationships between customers and the company.

• A bachelor’s degree in computer science or software development AND 2 years relevant experience in the Production and/or SCADA field, OR
• Equivalent work and/or education experience

• Candidates with prior customer support experience in an IT or SaaS (Software as a Service) setting, as well as candidates with degrees in Computer Science, MIS, or a related field.

• Diagnose and resolve SCADA system issues to ensure optimal operational performance and data integrity.
• Develop, interpret, and apply various scripting languages to provide accurate SCADA to end users.
• Write and maintain small scripts or tools (Python, JavaScript, etc.) to connect data sources and automate processes.
• Provide customer service in a timely manner via several means which mostly include email and some Zoom/Microsoft Teams communications.
• Collaborate with internal teams to improve platform performance and user experience.
• Document common solutions and contribute to support knowledge bases.
• Act as a liaison between customers and management to enhance customer experience.
• Prepare documents and reports for future reference including contributing to the company’s knowledge base.
• Communicate customer feedback to various teams, including technical and marketing departments—in order to improve the overall customer experience.
• Participate in the on‑call rotation to support off‑hours customer needs.

• Excellent communication skills including active listening, strong written communication, and strong task management skills.
• Service‑oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.

• This position has no direct supervisory responsibilities.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

Pak Energy offers a casual business work environment, generous PTO, and a competitive compensation structure that includes sales commissions, paid health insurance and a 401(k)-retirement plan. We have a positive culture designed around the philosophy of mutual respect and the challenge of contributing to the continued success of our organization. Pak Energy is dedicated to individual growth opportunities, and we would love the opportunity to discuss with you in more detail!