Operational Efficiency Expert
5 days ago
We are Ascertra, operating as part of the Vela Software Group, a division of Constellation Software Inc. – a world leader in acquiring, managing, and growing software companies essential to their industries.
We have a diverse product portfolio including leading solutions such as Proarc, Coreworx, and Mpower that address critical challenges and risks related to managing information and resources across complex capital projects and asset operations.
Our customers use our software to manage the volumes of information and processes associated with planning, engineering, construction, and operation of complex capital projects like offshore oil rigs, refineries, offshore wind farms, and power generation plants.
Job RequirementsThe Operational Efficiency Expert will be responsible for maintaining effective working relations with external customers and internal teams, providing timely solutions to reported issues, and maintaining detailed records of support requests, resolutions, and actions taken.
This position requires the ability to act as a point of contact for critical incidents, leading response and resolution efforts, collaborating with other teams/departments as advocates for customer issues participating in support ticket reviews and product enhancement discussions as required.
Using detailed product knowledge and experience, the Operational Efficiency Expert will provide resolutions to complex issues while mentoring/transferring knowledge to other team members.
Main Responsibilities- Act as a point of contact for critical incidents, leading response and resolution efforts.
- Collaborate with other teams/departments as advocates for customer issues participating in support ticket reviews and product enhancement discussions as required.
- Receive and screen all incoming incidents from our customers' super users via our support portal.
- Update internal systems with relevant customer information.
- Second-line functional and technical customer support of our software solutions.
- Proactively guide and solve our customers' technical/functional questions and issues related to the software.
- Communicate with our customers in a trustworthy manner.
- Follow up with other teams within Ascertra and our sub-suppliers to secure progress and good solutions to issues.
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