We are looking for a Support Analyst to join our dynamic team of smart, positive, and passionate people who are appreciated for their unique talents and empowered to do their jobs well. We are looking for individuals with proven experience in client service, troubleshooting, and analytics to help us support our Utility Customers on the SmartWorks product they own. As part of the team you will be troubleshooting and designing new solutions for customers while continuously increasing high customer satisfaction. We highly value team members who are able to communicate clearly and concisely, and who work to build a positive and enjoyable workplace.This is a remote opportunity within Canada and the US working in PST time zone.
This job is posted as British Columbia but would consider other US or Canadian locations if willing to work in PST time zone.
What your responsibilities will be:Provide timely and thorough resolution to customer issues within SLAMonitor the support ticket queue and take ownership or re-assign new ticketsInteract with a range of internal departments (Infrastructure, Development, Professional Services, Sales, etc.) for ticket escalationAssist in the problem solving of data, architecture, and interface issuesRespond quickly to customer calls and provide frequent updates so customers know their problems are being addressed via phone and email ticketing systemDevelop a deep understanding of the functional and technical features of our applications and use this knowledge to address application related issues and questionsProvide recommendations to customers and Product Management to prevent recurrence of the issueUnderstand the support services agreement to know when requested services are outside the support agreement termsProvide suggestions on enhancements to the product or processDocument and share knowledge through Knowledge Base, Internal Articles, and Knowledge Exchange Training sessions Availability from 8AM-8PM Eastern time zones Monday to Friday, with some flexibility to be discussed, preferably in the PST or MST time zone.
What we are looking for:
General QualificationsUniversity degree or technical college degree in computer sciences, software engineering, software development or related fieldFamiliarity and experience in a Support Services environment with evolving change management processesExcellent client communication skills with the ability to manage and shape customer expectationsAbility to work on multiple initiatives simultaneously with knowing how to manage time and priorities effectively
Technical QualificationsSQL experience in at least one of these database is required (Oracle, PostgreSQL, MSSQL, MySQL, or other RDBMS)Must be comfortable working in Red Hat Linux operating systems primarily with some work in Microsoft WindowsSoftware knowledge in at least one of JAVA, JSP, jQuery is preferred. You will not be coding but understanding of code is preferredKnowledge and troubleshooting of Apache Tomcat is required
Soft Skills:Energetic self-starter with a positive outlook on the world. You find a true sense of accomplishment and pride in helping people. There are no issues, only challenges and opportunities to raise the customer service bar.Positive attitude for a fast-paced environmentTravel, when appropriately safe to do so, is required for departmental events about 2 times per year
What would make you stand out:Utility industry experience, especially with respect to Smart Grid applications is preferred.Oracle or PostgreSQL database configuration and administration is nice to have.
What we offer:A fun and collaborative work environmentOpportunities to learn and growA casual and remote work environment or your option to work in an awesome office dependent on your location3 weeks' vacation and 5 personal daysComprehensive Medical, Dental, and Vision coverage from your first day of employmentCompetitive salary, employee stock ownership options, and RRSP/401K matching programsLifestyle RewardsCommunity Involvement and Social Responsibility
SmartWorksempowers utilities to navigate change and unleash the potential of the smart infrastructure. At SmartWorks we are committed to delighting our customers and we do that by ensuring our customers receive maximum enduring value from their investment in our solutions. SmartWorks' MeterSense Meter Data Management (MDM) and SmartWorks Compass Data Analytics software solutions are essential components to enable the smart grid by intelligently processing and analyzing the extreme quantities of data produced from Advanced Metering Infrastructure (AMI).