PPM Works, Inc.

Support Engineer

• Monitor the Zendesk ticket queue throughout assigned hours (8:00 AM - 4:00 PM ET) to ensure prompt acknowledgment and response to all incoming requests.
• Provide timely, accurate, and professional responses to support tickets.
• Troubleshoot and resolve functional and technical issues, escalating when appropriate.
• Conduct root cause analysis and implement solutions to prevent recurring issues.
• Develop deep functional knowledge of OnePlan to effectively support end users.
• Test new release updates and system enhancements; document findings and report defects or improvement opportunities.
• Collaborate with internal teams to address complex issues and support system improvements.
• Maintain accurate documentation of issues, resolutions, and support procedures.
• Contribute to knowledge base articles and user documentation as needed.

Support Analyst