Data Analyst I

Ameresco Canada Inc; Calgary; On-site; CAD 55,000 - 75,000; Full time

Job summary

Ameresco Canada Inc. is seeking a Data Analyst I in Calgary to serve as the first point of contact for customers seeking technical assistance and support.

The role focuses on responding to inquiries, troubleshooting basic issues, documenting incidents, and ensuring timely resolution or escalation of requests. The analyst will handle level 1 support, client check-ins, user documentation, and assist with software implementations, with potential overlap to other modules such as AssetPlanner.

Qualifications

• Bachelor’s degree or diploma and minimum of 1 year SaaS customer support experience.
• Will consider minimum of 5 years SaaS software technology experience in lieu of education.
• Familiarity with Microsoft 365 applications (Excel and PowerPoint) and cloud-based services.
• Experience with AssetPlanner and hosting web-based meetings.

Responsibilities

• Serve as the primary point of contact for customer support requests via phone, email, chat, and ticketing systems.
• Troubleshoot, provide best practices, data entry, data imports and data reviews for clients.
• Log, categorize, prioritize, and track incidents and service requests in the ticketing system.
• Create and update knowledge base documentation for clients.
• Escalate technical issues or customer concerns.
• Complete client check-ins as scheduled and provide training during implementation.
• Assist internal technical support on demand.
• Host meetings and capture action items with notes.

Skills

Project management

Organization

Detail oriented

Strong work ethic

Quickly master new software tools

Understand customer needs

Flexible

Communication

Interpersonal skills

Relationship building

Team-oriented

Education

Bachelor’s degree or diploma

Tools

AssetPlanner

Microsoft 365 (Excel, PowerPoint)

Web-based meetings (hosting)

Job description

Ameresco, Inc. (NYSE: AMRC) is a leading energy infrastructure company delivering integrated solutions that provide reliable power and modernize infrastructure. Since 2000, we have served as a trusted partner to public and private sector customers across North America, the UK and Europe, delivering over $15 billion in solutions and contracting more than 5 GW of energy resources. At Ameresco, we integrate energy resources and modernize the built environment through innovative infrastructure solutions that improve reliability, optimize performance, strengthen resilience, and support long-term sustainability. Join us in building the infrastructure that powers the future. Explore opportunities to make a meaningful impact while growing your career with a company at the forefront of energy innovation.

Ameresco has an immediate opening for a Data Analyst I who will serves as the first point of contact for customers seeking technical assistance or support. This role is responsible for responding to inquiries, troubleshooting basic technical issues, documenting incidents, and ensuring timely resolution or escalation of support requests. The analyst delivers excellent customer service while meeting service levels (SLAs) and contributing to a positive customer experience. The key candidate will be self-motivated, customer focused, and results driven. The analyst will be responsible primarily for level 1 support, client check-in's, user documentation and assisting with software implementations. Although the position is primarily focused on the assigned modules, there will be overlap with other modules and the opportunity to learn and explore additional modules in AssetPlanner.

Responsibilities:

• Serve as the primary point of contact for customer support requests via phone, email, chat, and ticketing systems
• Support clients with troubleshooting, best practices, data entry, data imports, and data review
• Log, categorize, prioritize, and track incidents and service requests in the ticket management system
• Create and update support documentation (knowledge base documentation) for clients
• Escalate technical issues or customer concerns
• Complete client check-in's as scheduled
• Provide customer training and support during the implementation process
• Assist internal technical support team on an as needed basis
• Hosting meetings and taking notes/minutes to capture (and Action) assigned activities
• Perform activities and execute responsibilities in an accurate and timely manner
• Communicating internally and externally in a timely manner that builds relationships and promote long term organizational success
• Other duties as required

Minimum Qualifications:

• Bachelor’s degree or diploma and minimum of 1 years of SaaS experience / customer support experience
• Will consider minimum of 5 years of SaaS software technology experience in lieu of education

Additional Qualifications:

• Familiarity with Microsoft 365 applications (especially excel and PowerPoint) and cloud-based services
• Experience with AssetPlanner
• Experience hosting web-based meetings or conferences

Skills:

• Project Management
• Organization
• Detail Oriented
• Strong Work Ethic
• Ability to quickly master new software tools
• Able to understand customer needs, and ask questions to clarify/narrow down the concern
• Ability to be flexible and respond to changing priorities
• Professional with excellent verbal and written communication and interpersonal skills
• Excellent relationship building and client success skills
• Enjoys a fast-paced, dynamic, challenging and team-oriented work environment

#LI-SMC

Ameresco Canada Inc. is committed to providing accommodations for applicants with disabilities. If you require an accommodation, we will work with you to meet your needs.

Energy careers at Ameresco bring employees to the forefront of new energy technology with the backing of an experienced team of energy efficiency and renewable energy engineers and professionals. Ameresco is a recognized leader throughout North America and United Kingdom, delivering comprehensive renewable energy and energy efficiency services to public and private enterprises.

"Its inspiring to work on projects that are shaping the future of energy use and to be part of a team that has tremendous experience in renewable energy systems." - Ameresco Employee