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.

• Manage the support queue, taking ownership of customer issues until they are resolved or appropriately reassigned.

• Investigate issues related to applications, data, integrations, architecture, and interfaces.

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

• Respond quickly to customers and provide proactive updates throughout the ticket lifecycle.

• Acquire in-depth knowledge of Cayenta applications to assist with troubleshooting customer issues and address functional queries.

• Utilize AI-enabled tools for issue research, data analysis, pattern identification, communication drafting, and enhancing troubleshooting efficiency.

• Ensure the accuracy of information by validating AI-generated outcomes.

• Identify root causes and suggest improvements to both customers and internal teams.

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

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

• Recognize opportunities to enhance products, processes, and customer experiences.

• Cayenta offers enterprise resource management solutions tailored for local government, utility, and financial sectors.

⛳️ Requirements

• Experience in the utility industry is essential.

• Must possess a current, valid passport.

• Legal eligibility for international travel is required.

• Passport-based visa exemption or necessary travel visas for entry into Canada, the United States, and the Caribbean.

• Background in customer support or technical support is necessary.

• Exceptional communication abilities with a capacity to build trust and manage customer expectations.

• Strong analytical and problem-solving skills are required.

• Ability to prioritize and handle multiple initiatives concurrently.

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

• Openness to learning and embracing emerging technologies, including AI-enabled tools.

• Proficient in writing and troubleshooting SQL queries.

• Experience in supporting Customer Information Systems (CIS) or similar enterprise software applications.

• Familiarity with relational databases and data analysis is beneficial.

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

• Experience in reading application logs, troubleshooting interfaces, or analyzing system behavior is advantageous.

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

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

🏝️ Benefits

• Three weeks of vacation and five personal days.

• Comprehensive medical, dental, and vision benefits commencing from your first day of employment.

• Employee stock ownership opportunities.

• RRSP/401k matching programs.

• Lifestyle rewards.

• Remote work options available.