J.S. Held LLC is looking for a Power BI End-User Support professional to maintain an exceptional customer experience for our business intelligence users. This role requires not only a strong grasp of Power BI but also flexibility and strategic thinking to handle a diverse range of technical tasks.
What You'll Do
- Provide daily support to end users ensuring fast resolution of Power BI incidents and requests.
- Receive, analyze, and identify solutions to complex issues in Power BI, working closely with different internal stakeholders.
- Resolve tickets and escalations, keeping end-users informed on the status and solution of their issues.
- Record technical issues and document findings to create user guides, a knowledge base, and training sessions.
- Act as an advisor to end-users handling complex, repeatable, or escalated cases, collaborating within and across teams.
- Perform complex product troubleshooting and remediation when needed.
- Work alongside development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers.
- Translate feedback, analyze patterns of problems, and identify workflows to optimize the support process.
- Leverage overall Power BI knowledge to determine if and when system features require enhancements.
- Participate in case triage meetings and discussions to share knowledge and contribute to rapid customer solutions.
What We're Looking For
- A Bachelor’s degree in computer science, Information Technology, or a related field AND 5+ years of Power BI technical support, technical consulting, or information technology experience.
- Professional-level English fluency.
- A track record in technical support or a similar customer-facing role within the technology sector.
- Strong communication and senior stakeholder engagement skills, with an ability to explain technical concepts to non-technical, senior business users.
- Proficiency with Microsoft Power BI (Desktop application, Service, and Gateway), or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy, or Microsoft Excel.
- Basic network troubleshooting skills.
Nice to Have
- Thriving in a fast-paced, high-volume environment.
Technical Stack
- Microsoft Power BI (Desktop, Service, Gateway)
- Tableau
- SAS
- Qlik
- Sisense
- Oracle Analytics Cloud
- MicroStrategy
- Microsoft Excel
Team & Environment
You will be part of the IT team, operating in a high-energy, collaborative environment that rewards hard work. We embrace diversity and our commitment to building a team that fosters professional and personal enrichment is unwavering.
Benefits & Compensation
- Flexible work environment allowing employees to work remotely when needed.
- Generous Annual Leave Policy.
- Comprehensive Medical Insurance.
Work Mode
This role is remote.
J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
