SUMMARY:
A leading provider of hosted, on demand software and services to the Global Downstream Energy Industry is seeking a Fuel Management Support Specialist/Analyst.
DESCRIPTION:
In this role you will be a primary contact for end users using the clients Fuel Management System. Most contacts are via email, there is also some direct communication via phone with customers. In this capacity, you will be on point to document the reported issue and track its status through resolution. Most issues will be resolved by your or a member of the support team occasionally some issues will need to be escalated to other dept.
The client does not consider support to be an entry level position, rather a skilled position focusing on first time issue resolution and knowledge contribution to the overall value of their offerings, particularly as you become an expert in one or more of the various modules of the system.
Providing end user support via troubleshooting and diagnosing and resolving issues within Fuel Management System application. Resolution is typically in the form of suggested changes to the FMS configuration or rule settings or specific "how to" instructions.
Proactively monitoring system by running reports and reviewing batch job emails to identify systemic issues that prevent customers from achieving system supported business objectives.
Function as a subject matter expert on existing functionality as it relates to the industry and its customers, such as order pricing, forecasting and dispatch, freight payables management or environmental compliance. In this regard you will:
-provide use cases and value rationale for future development changes to the design team and support testing of the new releases of FMS software.
REQUIREMENTS:
Undergraduate degree
3-10 years pertinent experience
Familiarity with using or providing help desk support for a web based business application, preferably any kind of accounting work flow such as purchases to pay or inventory control.
Experience in a customer support role where tracking and reporting issues and status of resolution were involved.
Ability to document issues clearly and concisely in order for other team members to assist in resolution with little or no follow up needed for clarification.
Comfortable handling multiple issues
Self Starter with a demonstrated ability to work independently while serving in a team environment
Proficiency in Microsoft Word, Outlook, Excel and Internet Explorer
Clear, outstanding telephone skills and consistant projecction of a positive image to internal and external customers.
Highly Desired Skill:
Basic SQL, preferably in mysql and Oracle. Previous report building experience is a plus.
Network/system navigation skills such as getting to FTP directories, accessing systems thru remote desktop or VPN
ERP system experience using purchasing, AP, invoice or inventory management modules
Knowledge or experience with the downstream petroleum industry
Experience training end users using new or modified softare
Certification or formal training in help desk or customer support
Ability to document data and process flows using MS Visio or equivalent
Knowledge and/or experience in the Fuel Industry strongly preferred.
**For immediate consideration, we welcome resumes via email to l.mattie@searchsvc.com. | 
