About the Company
Curious. Resourceful. Meticulous. Driven. If those words describe you, we want to learn more about you! At Critical Control Technologies, we are Measurement Experts - passionate about helping Oil and Gas Operators improve their business processes with our AI powered platform. The software you build won't just sit on a screen; it reaches all the way out to the wellhead, talking to devices in the field and turning raw measurement data into decisions our clients trust. If that sounds like a challenge you want to help tackle, we want you to join our team.
About the Role
The Technical Analyst is responsible for the quality and accuracy of measurement data and provides technical support for the Critical Control Software Products. Working in the area of measurement, the Technical Analyst must possess excellent problem solving and analytical skills, along with business and reporting knowledge in the oil and gas industry, while supporting multiple departments and clients in achieving corporate goals.
Responsibilities
- Manage a fast-paced queue of tickets and inquiries, responding to customers seeking assistance with a focus on superior customer service and resolution within service level agreements.
- Investigate issues to determine the nature of the problem and provide troubleshooting support to users.
- Follow up with customers to ensure issues have been resolved and gain feedback to continuously improve service.
- Monitor remote and local systems and data for integrity and correct operations, with immediate fault identification and prioritization.
- Work closely with various departments to ensure resolution and excellent internal customer service; refer product enhancement requests and/or technical service requests to the appropriate team members.
- Coordinate account cleanups for existing clients and assist in implementations for new clients.
- Pre-emptively identify gaps in current client workflows to reduce account risk.
- Write SQL queries and stored procedures to extract and manipulate data on a routine basis for clients.
- Commission and decommission measurement units on Critical Control’s Software products at client request.
- Configure client alarms, reports, and exports; assist in building reports for clients.
- Identify best practices for loading customer data with an understanding of the end use of the data.
- Apply knowledge of common analysis trends when implementing new validation limits.
- Apply understanding of various gas and liquid meter types and calibration requirements.
- Work with common interface software requirements (SCADA, Chart Integration, PA, FDC, etc.).
- Perform schedule reviews and bulk updates.
- Add, move, change, and delete users; create and maintain client usernames and passwords as per client requests.
- Analyze and report client data in a myriad of formats and methods.
- Test new features and/or software changes.
- Train new customers on Critical Control’s Software Products and provide product demos to support sales and clients; upsell other product lines.
- Maintain software training manuals and other documentation.
- Proactively work towards becoming a subject matter expert
- Continuously expand knowledge and skills of gas measurement to provide new solutions to customers.
Qualifications
- Post-secondary degree/diploma in a relevant technical field.
- Experience and willingness to use AI to enhance daily tasks.
- Experience in data analysis, technical support, business intelligence, or related roles.
- Working knowledge of SQL, including writing queries and stored procedures.
- Oil and gas experience, specifically SCADA knowledge, would be considered an asset.
- Experience supporting oil and gas applications would be considered an asset.
- Understanding of the regulations surrounding oil and gas measurement and reporting, particularly AGA, GPA and API standards, and EPAP and other AER regulations.
- Understanding of gas and liquid meter types, calibration requirements, and gas measurement principles.
- Proficiency in Microsoft Office Suite considered an asset.
- Positive, patient attitude with strong interpersonal skills to allow for effective communication.
- Ability to work independently and in a team environment.
- Strong organizational and problem-solving skills with the ability to thrive in a fast-paced environment.
- Self-starter; takes a proactive approach and can work with minimal supervision.
- Detail oriented with strong time management skills.
- Excellent customer service skills.
Skills Required
- Self-driven with the ability to work diligently with minimal supervision.
- Strong analytical and interpretive skills.
- Experience with SQL is considered an asset.
- Excellent written and verbal communication skills.
- Strong organizational and problem-solving skills with the ability to thrive in a fast-paced environment.
- Ability to evaluate and prioritize tasks effectively
