Support Analyst

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

📋 Description

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

• Supervise the support queue and take ownership of customer issues until resolution or proper reassignment.

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

• Collaborate effectively with Environment Specialists, Product Management, R&D, Professional Services, and fellow analysts.

• Respond swiftly to customers, providing proactive and insightful ticket updates.

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

• Utilize AI-enhanced tools to investigate issues, analyze data, recognize patterns, draft communications, and enhance troubleshooting efficiency.

• Confirm the accuracy of AI-generated outcomes prior to sharing them with customers.

• Employ critical thinking to evaluate AI recommendations and maintain accountability for the precision of information.

• Identify root causes and propose enhancements to both customers and internal teams.

• Document solutions, troubleshooting methodologies, and best practices within the knowledge base.

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

• Spot opportunities to refine products, processes, and the overall customer experience.

• Travel as required, approximately 10%.

⛳️ Requirements

• Experience in the utility industry is mandatory.

• Possess a current, valid passport.

• Legally authorized to travel internationally.

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

• Demonstrate curiosity and a readiness to actively adopt and utilize AI tools.

• Comfortable using AI-enhanced technologies, including copilots, chat-based AI assistants, and automation tools.

• Capable of providing precise information and validating AI results.

• Skilled in investigating complex issues and comprehending system operations.

• Able to take ownership of problems and work autonomously.

• Proficient in analyzing information from various sources and making informed decisions.

• Capable of collaborating or escalating matters as necessary.

• Communicate clearly with both technical and non-technical audiences.

• Experience in customer support or technical support environments.

• Excellent communication skills with the ability to build trust and manage customer expectations.

• Strong analytical and problem-solving capabilities.

• Ability to prioritize and manage multiple initiatives concurrently.

• Self-motivated, adaptable, and able to work both independently and collaboratively.

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

• Experience in writing and troubleshooting SQL queries.

• Background in supporting Customer Information Systems (CIS) or other enterprise software applications.

• Familiarity with relational databases and data analysis.

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

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

• Experience in 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 an asset.

• Experience in delivering software support or technical services is a distinguishing factor.

• Experience in supporting CIS or enterprise software is a differentiator.

🏝️ 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.

• RRSP/401k matching programs.

• Lifestyle rewards.

• Remote work opportunities.