(Remote) Support Analyst
About the positionResponsibilities• Provide timely and thorough resolution to customer issues. • Monitor the support call queue and take ownership or re-assign new tickets. • Interact with a range of internal departments (Environment Specialist, R&D, other analysts, etc.) for issue escalation. • Assist in the problem solving of data, architecture, and interface issues. • Respond quickly to customer calls and provide frequent updates so customers know their problems are being addressed. • Develop a deep understanding of the functional and technical features of our applications and use this knowledge to address application-related issues and questions.• Provide recommendations to customers and Product Management to prevent recurrence of the issue. • Understand the support services agreement to know when requested services are outside the support agreement terms. • Provide suggestions on enhancements to the product or process. Requirements• Familiarity and experience in a Customer Support environment. • Excellent client communication skills. Ability to manage and shape customer expectations. • Ability to work on multiple initiatives and/or support tickets simultaneously.• Strong analytical problem-solving skills. Must be able to analyze information to make independent decisions quickly and effectively. • Ability to work independently, be flexible, be self-motivated and be a team player. • Software experience in applications based in at least one of the following is preferred: Java, SQL, PL/SQL, Uniface, Web technologies (Node.js, Angular, JavaScript, JSP). Nice-to-haves• Experience delivering solutions, services, or support to the utility industry is strongly preferred.• A University degree or technical college degree in computer sciences, software engineering, software development or related field is preferred. • Experience with Customer Information Systems preferred. • Utility industry experience is preferred. Benefits• 3 weeks' vacation and 5 personal days• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment• Employee stock ownership and RRSP/401k matching programs• Lifestyle rewards• Remote work and more! Apply tot his job