We’re looking for a proactive Product Support Analyst, who enjoys the challenges of handling client support in complex IT and business environments, coordinating client upgrades, writing support documentation, and leading training sessions. As a dedicated Support Analyst in IFS Copperleaf’s European team, you’ll become a wizard with our own product and cloud set up to help respond to client’s queries and support issues. You’re comfortable troubleshooting challenging situations where the problem is inadequately defined, and for which there are no existing knowledgebase articles or procedures. You’re a curious big picture observer who can analyze and see how the business and IT pieces fit together.
You will be open to handling varied support requests from both clients and internal users and be the go-to team member for solving technical problems.
You’ll be joining a growing European team based across the U.K., Spain, Netherlands, France, Germany and Denmark and be a part of a wider global support team.
Key responsibilities:
- Triaging and resolving customer questions and requests for our English and French speaking clients.
- Writing tips and troubleshooting documents based on solved support queries.
- Understanding the functional aspects of our software and how it supports our client’s business processes.
- For clients in your ‘client catalog’ you’ll manage and are accountable for your clients’ support needs.
- Acting as the bridge between the client and the release team during client upgrades, including handling coordination of the releases.
- Leading monthly calls with clients to discuss and follow up on ongoing questions, enhancement requests and business needs.
- Delivering internal product training to new staff, partners and clients a like.
Your background:
You’re a Support Analyst with one or more of the following skills
- 2+ years in a support environment for browser or client-server applications.
- Exposure to complex enterprise software application support.
- Business fluent in English and French
- Competent level of Excel for data manipulation.
- Experience with SQL, Oracle databases and Linux containers is a plus.
- Able to write SQL queries (Oracle) is nice to have, but not essential.
- Experience working with software development teams (familiarity with bugs, features, release cycles, deployment, branching, etc.).
About you:
- You’re a great communicator, both verbally and written.
- Analytical: You’re sharp and able to identify trends and commonalities across large datasets.
- Comfortable presenting: You enjoy delivering training material to internal and external audiences; hosting monthly check-in calls with clients.
- You like being busy, interacting with people and have a keen desire to “fix things”.
- You’re multi-talented with flexibility and willingness to handle a wide variety of tasks.
- Confidently work autonomously, are inquisitive and able to apply structure in places where it does not exist.
- Structured worker, applying logic and reason when trouble shooting.
- You’re an innovator: naturally curious and inquisitive.
- Setbacks do not discourage you from achieving your goals.
- You enjoy troubleshooting and can get to the root causes in complex IT environments.
- You enjoy working in an international team and are willing to travel occasionally if required (<20%).
- You’re proactive and feel comfortable working remotely.
- Business Fluency in English and French, both verbally and written.
- Desirable languages, German & Dutch
We recognize that talent comes in many forms, so we’re looking for passion, enthusiasm and transferable skills! We’ll provide you with onboarding, training and the needed support to be successful in the role.
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
