Overview / Responsibilities
Wood is currently recruiting for a Senior Support Analyst to work with our Commissioning Services software team in Aberdeen, with flexible working options. This is a fantastic opportunity to support a market leading software solution.
You will provide support to clients using the GoTechnology platform of online Completions and Commissioning Management Software within Wood Commissioning Services and mentor other support team members. In addition, you will l iaise with the Digital and Technology's GoTechnology team to represent clients' needs.
Responsibilities
- First point of contact with clients and provide top level customer service in a timely, efficient manner.
- Investigate and close tickets or categorise prior to escalation to Digital and Technology GoTechnology Team.
- Supervise, train and mentor Support staff
- Support Global Technical / Operational Support staff
- Manage the Global Support solution and produce relevant strategy documentation
- Provide reports to Upper Management
- Create, Maintain, and disseminate relevant Support Documentation to Support Staff and Global / Technical Operations team members
Skills / Qualifications
Preferred Qualifications:
Preferred Technical Skills:
- Some experience of SQL Server Management Studio and understanding of database table design
- Ability to write simple SQL queries to produce reporting data
- Understanding of APIs: what they are and how they are used
- Experience using Postman (or similar tools) to interact with an API
- Experience of MS Azure Application Insights and querying Azure logs to analyse issues
- Analysing User and Session information to understand how users use the software
Experience:
- Experience in a software support environment and of supporting web - based systems is preferred but not essential
- Experience in a Software support environment and / or Customer service environment
Skills / Competencies Required:
- Basic SQL skills or a willingness to learn
- Ability to investigate software issues and communicate the solution to clients or the steps in investigations to Developers
- Good knowledge of Microsoft Office tools
- Ability to supervise and mentor junior team members
Company Overview
Wood is a global leader in engineering and consultancy across energy and the built environment, helping to unlock solutions to some of the world's most critical challenges. We provide consulting, projects and operations solutions in more than 60 countries, employing around 40,000 people.
Diversity Statement
We are an equal opportunity employer that recognises the value of a diverse workforce. All suitably qualified applicants will receive consideration for employment on the basis of objective criteria and without regard to the following (which is a non-exhaustive list): race, colour, age, religion, gender, national origin, disability, sexual orientation, gender identity, protected veteran status, or other characteristics in accordance with the relevant governing laws.