Location
Remote work with Texas residence for some client visits
About Us
ATR is theindustry leader in procedure management and work guidance systems for thehigh-risk industries (petrochemical, nuclear, refining, energy, and power). Headquarteredin Houston, with offices in Montana as well as outsourcing teams in Ukraine,China, and India; ATR serves clients across the globe. Our customers includesome the largest global international oil and gas companies as well as nuclear,power, etc.
About The Role
At ATR,the Customer Support Team helps our customers solve the most complex technicalissues they encounter, from implementation onwards. You’ll be a client-facingtechnician, working directly with many of the most significant institutions inthe petrochemical, nuclear and high-risk industry.
This roleis central to almost every other team in the company. You will be workingdirectly with Customer Support team as well as Software Developers and QAEngineers as required, and Project Manager, Customer liaisons. This rolerequires you to work at a minimum of 8AM-5PM Central Standard Time. Overtimewill be expected and required as we are focused on the job getting done, notwatching the clock. We expect you to stay focused on what is important andensure work is accomplished in the most effective and efficient mannerpossible.
What youwill be working on
Software Support: Gather relevant information regarding software issues/ challengeswithin the customer environment and assist in developing root cause analysis.Utilize ATR’s internal tracking system to meticulously log all customer issueswith details. Escalate complex problems through established tools and processesin accordance with defined SLA commitments. Document user stories andrequirements specifications to guide future product development. Delivercustomer support via phone and email in a highly professional and courteousmanner. Stay informed about product enhancements and fixes included in newreleases.
Installation Assistance: Perform software installations and upgrades for ATR’s clients, whileeffectively addressing environment related challenges. Aid with sanity testingand follow post installation checklists to ensure a seamless end-userexperience.
Problem Analysis/documentation: Effectively diagnose customer issues and conduct comprehensiveinvestigations. Take full ownership of issues from start to end, while developingtechnical solutions or creating self-help knowledge resources as necessary forboth internal and external use. Provide technical inputs to develop and enhanceproduct documentation and curate existing support materials in distribution.
Testing: Workon reproducing customer issues in-house, aid in testing and documentingexpected outcomes. Collaborate with Support, Dev and SQA teams to share testresults, track corrections, and advocate client feedback.
Communication: Demonstrate outstanding verbal and written communication skillswhile maintaining a positive attitude toward problem-solving. Treat ourcustomers with the highest level of courtesy and professionalism. Stay activelyengaged in departmental and cross-functional communications, serving as adedicated advocate for our customers.
Key Requirements
- Act as theprimary point of contact for assigned customers for their technical supportrequests.
- Clearly identifyand own issues throughout their lifecycle to ensure effective resolution.
- Demonstratestrong analytical/ testing skills with a proactive, solutions-oriented mindset.
- Experience workingdirectly with external customers primarily via remote meetings/phone.
- Possess excellentverbal and written communication, organizational, and interpersonal skills.
- Communicate withkindness, professionalism, and a positive attitude at all times.
- Collaborateclosely with the Support Manager to analyze and review customer issues andneeds.
- Effectivelyprioritize and manage issues while working with multiple customerssimultaneously.
- Document andtrack issues via tools such as Help Desk, Jira, Confluence, and other ATR systems.
- Maintainflexibility in scheduling, including rotating on-call support during weekendsand holidays where necessary. Off hours support may be necessary at times.
- Abilityto manage a busy workload and balance multiple priorities.
- Fulfill any otherjob duties as assigned.
Technical Skills
- Possess working knowledge of Windows Server, IIS, MS SQL Server.
- Experiencesupporting web applications developed using .NET technology, REST APIs, andEntity Framework in both on-premises and SaaS environments, with a strong focuson Azure (preferred).
- Experiencesupporting modern SSO authentication methods such as OIDC (highly preferred).
- Experience supporting mobile native apps (Android/iOS/Windows) built on React, Electron, Node.js and similar technology (a plus).
- Some practical experience in programming languages (C#, JavaScript), Postman, and BI Tools (a plus).
- Bachelor’sdegree in computer science/related field or 2-3 years industry relatedexperience.
- Prior experience in software customer service/support troubleshooting role (preferred).
Qualifications
- Bachelor’sdegree in computer science/related field or 2-3 years industry relatedexperience.
- Prior experience in software customer service/support troubleshooting role (preferred).
Our benefits
- Annual base salary based on experience and qualifications.
- Acompetitive variable compensation package.
- Flexiblehealthcare plans by ATR.
- 401kPlan with a very competitive safe harbor match.
- Toapply, please send your resume to jobs@atrco.com