Company Description
IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.
Copperleaf is the world’s leading AI powered Asset Investment Planning (AIP) solution, enabling organizations to make better decisions – faster, smarter and with more confidence.
Together Copperleaf and IFS offer the first end-to-end asset lifecycle management solution. Underpinned by Industrial AI, the combining of Copperleaf and IFS will allow our asset intensive customers to deliver on their moment of service through strategic allocation and execution of CAPEX and OPEX; balancing expenditure, business objectives, risk and optimal asset performance.
At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.
We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.
By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.
If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.
Job Description
Copperleaf’s software helps some of the world’s largest infrastructure firms make better strategic decisions through data analytics and optimization.
We’re looking for a proactive Support Analyst, who enjoys the challenges of handling customer support in complex IT and business environments. As a part of our L2/L3 Support team, you’ll become a wizard with our own product and cloud set up to help respond to customer queries and support issues. You’re a curious big picture observer who can analyze and see how the business and IT pieces fit together. You’re comfortable troubleshooting challenging situations where the problem is poorly defined, and for which there are no existing knowledgebase articles or procedures. Being situated in the Eastern time zone, you’ll allow Copperleaf to respond more effectively to customers in that time zone.
You will be open to handling varied support requests from both customers and internal users and be the go-to team member for solving technical problems.
Key responsibilities:
- Handling customer questions and requests for our customers
- Hosting monthly checkpoint meetings with customers
- Understanding the technical and functional aspects of our software and how it supports our customers’ business processes
- Managing like-for-like software upgrades, both for on-premises and cloud-hosted configurations
Qualifications
Your background:
You’re a Support Analyst and possess the following attributes:
- You have 2+ years in a support environment for browser or customer-server applications
- You have experience with enterprise software application support
- You possess a good understanding of IT concepts and principles (Windows and Linux servers, networking, webservice integrations, databases), and comfortable interacting with our customers’ IT teams for supporting on-premise installations
- You are analytical and have the ability to use Excel to perform analysis of Copperleaf proprietary software
- You have a strong desire to learn
- You have experience working with software development teams and software release cycles
- You have experience with Linux containers, Oracle database, SQL is a plus
About you:
- You’re a great communicator, both verbally and written, and you’re driven to capture findings in knowledgebase documentation
- You’re analytical, sharp and able to identify trends and commonalities across large numbers of incidents
- You’re comfortable presenting and you enjoy hosting monthly check-in calls with customers
- You like being busy, interacting with people and have a keen desire to “fix things”
- You’re multi-talented with flexibility and willingness to handle a wide variety of tasks
- You’re naturally curious and passionate about learning new information
- You enjoy troubleshooting and can get to the root causes in complex IT environments
- You’re willing to occasionally be on-call during Canadian holidays
- You have business level fluency in a secondary language (especially Spanish, Portuguese, or French) in both spoken and written form
We recognize that talent comes in many forms, so we’re looking for passion, enthusiasm and transferable skills!
Additional Information
At IFS you will work in a growing, global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative environment together with committed colleagues.
With professionalism and a strong customer focus in everything we do, from R&D to Sales and Consultancy, we are proud to serve world-class customers all over the globe with our leading products.
If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.
What We’re Offering
- Flexible paid time off, including sick and holiday
- 60,000- 85,000 CAD + bonus
- Medical, dental, & vision insurance
- 401K with Company contribution
- Flexible spending accounts
- Life insurance and disability benefits
- Tuition assistance
- Community involvement and volunteering events
M/F/Disabled/Vet VEVRAA Federal Contractor. We are a Drug-Free Workplace. Interested candidates should apply at: www.ifs.com/about/careers-at-ifs
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer
