Support Analyst

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

📋 Description

• Deliver prompt, precise, and comprehensive resolutions to customer inquiries.

• Oversee the support queue and take ownership of customer issues until resolution or suitable reassignment.

• Examine application, data, integration, architecture, and interface challenges.

• Work in collaboration with Environment Specialists, Product Management, R&D, Professional Services, and fellow analysts.

• Quickly respond to customers and provide proactive updates throughout the lifecycle of each ticket.

• Acquire in-depth knowledge of Cayenta applications to troubleshoot problems and address functional inquiries.

• Utilize AI-driven tools to investigate issues, analyze data, identify trends, craft communications, and enhance troubleshooting efficiency.

• Validate results generated by AI and maintain accountability for accuracy in customer-facing communications.

• Determine root causes and suggest improvements to clients and internal teams.

• Record solutions, troubleshooting methods, and best practices in the knowledge base.

• Comprehend Support Services agreements and recognize requests that fall outside standard support parameters.

• Spot opportunities for enhancing products, processes, and the customer experience.

⛳️ Requirements

• Experience in the utility industry is essential.

• Possess a current, valid passport.

• Legally eligible for international travel, including passport-based visa exemptions or necessary travel visas for entry into Canada, the United States, and the Caribbean.

• Background in a customer support or technical support role.

• Exceptional communication abilities with a knack for building trust and managing customer expectations.

• Strong analytical and problem-solving capabilities.

• Capacity to prioritize and juggle multiple initiatives at once.

• Self-driven, adaptable, and capable of working both independently and as part of a team.

• Proven eagerness to learn and embrace emerging technologies, including AI-enabled tools.

• Experience in writing and troubleshooting SQL queries.

• Familiarity with supporting Customer Information Systems (CIS) or other enterprise software applications.

• Knowledge of relational databases and data analysis.

• Understanding of software support concepts, including application configuration, integrations, and data troubleshooting.

• Experience with reading application logs, troubleshooting interfaces, or analyzing system behavior is a plus.

• Familiarity with AI tools such as ChatGPT, Claude, Microsoft Copilot, or similar platforms is advantageous.

• A university degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related field is beneficial.

🏝️ Benefits

• 3 weeks of 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 opportunities and more!