ShaleApps is a well-oiled team of Engineers reimagining Oilfield Logistics. We are the industry leaders automating the work order to cash collection process for Oil & Gas operators and vendors. See for yourself why Built in Colorado named ShaleApps as one of the 50 Colorado Startups to Watch in 2017. Come work in a fast-paced environment where you’ll push new builds every week, design new features, and dream up new products. We don't "move fast and break things" – we move thoughtfully and with purpose. 

What We Need 

The Customer Support Analyst provide support to our new and existing customers with a primary focus on resolving issues through analyzing, troubleshooting, and configuration changes. In addition to providing support you will also provide technical and marketing material for our customers describing existing and upcoming features in our product.

 What You’ll Do

• Respond to customer support cases using a variety of tools and technologies
  
• Field feature requests from our operations team and customers
  
• Resolve operations team and customer concerns during and after feature releases
  
• Troubleshoot, analyze and solve complex issues utilizing documentation, knowledge base, bug tracking system, etc.
  
• Document customer information and recurring issues to support product quality programs and product development; author and publish content to contribute to training and knowledge
  

 What You Have

• Bachelor’s degree in IT, IS or related fields with extensive customer service experience
  
• Experience with fielding technical support requests
  
• Experience with technical writing
  
• Excellent written and verbal communication skills
  
• Knowledge of creating and maintaining a knowledge base
  
• Experience in mediation and conflict resolution techniques
  
• Knowledge of research experience
  
• Knowledge of SQL and relational databases
  
• Experience with ZenDesk or similar software
  

 What You’ll Get

 At ShaleApps we are committed to making our office a fun and comfortable place for our colleagues. We offer a robust benefits package as well as numerous additional perks including; 

• Competitive Salary
  
• Health, Dental and Vision insurance
  
• 401k
  
• Choose your own hardware and desk set up
  
• Flexible office hours
  
• Free EPIC Ski Pass or pass of equivalent value
  
• Free parking or monthly Uber/RTD credit
  
• Company paid conference and career development opportunities
  
• Onboarding swag package
  
• Catered weekly team lunch
  
• Monthly company outings
  
• Stocked kitchen
  
• Casual, yet challenging work environment