Customer Support Analyst

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Oversee and investigate customer support inquiries

• Guarantee prompt customer responses and updates

• Resolve application issues across web, API, and server environments

• Examine configurations, logs, database queries, and code to pinpoint root causes

• Monitor issues until resolution or escalation

• Provide application support for NorthStar web platforms as the main point of contact between clients and internal engineering teams

• Record root causes, troubleshooting procedures, and solutions in the client tracking system

• Enhance internal knowledge base documentation and establish best practices

• Work with engineering and product teams to escalate defects and replicate technical issues

• Assist in long-term product enhancements

• Interact with customers via chat and ticketing systems

⛳️ Requirements

• Experience in supporting or developing enterprise web applications within Java or .NET environments

• Must possess utility industry experience

• Strong analytical and problem-solving skills

• Capability to investigate technical issues across various system layers

• Excellent communication abilities

• Proficient in working directly with clients while clearly articulating technical findings

• Must consistently work Monday through Friday, 11:00 a.m. to 8:00 p.m. Eastern Time

• Must hold a current, valid passport

• Legally eligible for international travel, including necessary visa eligibility for Canada, the United States, and the Caribbean

• Comfortable utilizing AI-enabled technologies, such as copilots, chat-based AI assistants, and automation tools

• Demonstrates appropriate judgment, security, and compliance standards when using AI tools

🏝️ Benefits

• 3 weeks of vacation and 5 personal days

• Comprehensive Medical, Dental, and Vision benefits commencing from your first day of employment

• Employee stock ownership

• RRSP/401k matching programs

• Lifestyle rewards

• Remote work opportunities

• Travel required as necessary, approximately 10%