Job Description Copperleaf IFS ’s software helps some of the world’s largest energy firms make better strategic decisions. We’re looking for a proactive Product Support Analyst to join our Copperleaf IFS UK team, as we continue to enable our clients to build more resilient and sustainable infrastructure, We're looking for someone who enjoys the challenges of handling client support in complex IT and business environments, coordinating client upgrades, writing support documentation, and leading training sessions. You’re comfortable troubleshooting challenging situations where the problem is inadequately defined, and for which there are no existing knowledgebase articles or procedures. You’re a curious big picture observer who can analyze and see how the business and IT pieces fit together. You will be open to handling varied support requests from both clients and internal users and be the go-to team member for solving technical problems. You’ll be joining a growing European team based across the U.K., Spain, Netherlands, France, Germany and Denmark and be a part of a wider global support team. Key responsibilities: Triaging and resolving customer questions and requests for our English and French speaking clients. Writing tips and troubleshooting documents based on solved support queries. Understanding the functional aspects of our software and how it supports our client’s business processes. For clients in your ‘client catalog’ you’ll manage and are accountable for your clients’ support needs. Acting as the bridge between the client and the release team during client upgrades, including handling coordination of the releases. Leading monthly calls with clients to discuss and follow up on ongoing questions, enhancement requests and business needs. Delivering internal product training to new staff, partners and clients a like.