New Century Software Inc

Customer Support Analyst I

Job Locations US-CO-Fort Collins
Posted Date 3 weeks ago(2/26/2018 7:18 PM)
# of Openings


New Century Software is a leader in developing data management and integrity management solutions for the oil and gas pipeline industry. These pipelines transport natural gas and hazardous liquid petroleum products throughout the US and the world. The company develops desktop, web and mobile applications that help pipeline operators manage information about pipeline assets and ensure safe operation. The company supports these implementations and applications with professional services that include pipeline risk analysis, data conversion, data migration and consulting.


The position of Support Analyst I reports to the Customer Support Manager. Responsibilities are presented in order of priority a­­­nd include, but are not limited to, the following:

  • Provides technical support for users of NCS software through phone calls, emails, and remote computer sessions
  • Assists users with installation and licensing of NCS software
  • Tracks all incoming requests in support tracking system
  • Manages support ticket life cycle and monitor support queue
  • Tracks licenses given to users
  • Investigates and resolves software issues for end-users
  • Communicates workarounds, solutions, or options for solving issue to user
  • Escalates issues to development and DBA teams when resolution is not readily known and update users on progress towards resolution
  • Enters software bugs and enhancement requests into software development tracking system
  • Documents solutions in support tracking system for new issues as they are found
  • Deploys new releases of software to users following NCS procedures
  • Assists in the QA process of new releases of the software if needed
  • Suggests improvements to increase the operating efficiency of Support


  • High School Diploma or Equivalent
  • Strong customer services skills, including phone and email communications
  • Proven record of customer satisfaction
  • Experience in troubleshooting software application and work-flow process problems
  • Ability to effectively communicate and coordinate with Product Development and Project Management
  • 3+ years of relevant technical support experience.
  • 3+ years large enterprise or e-business systems experience.
  • Experience with relational databases
  • Prefer skills with SQL, .net, and ArcGIS


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