(Remote) Support Analyst

Harris Computer; Victoria; Remote; CAD 63,000 - 75,000; Full time

Job summary

A leading software solutions company in Canada is seeking a customer support professional to assist clients with software applications related to the utility industry. You will be responsible for resolving customer issues, managing a support queue, and providing recommendations to prevent future problems. The ideal candidate has a relevant degree and strong analytical and communication skills. This role offers a salary up to $75,000 and comprehensive benefits including remote work opportunities.

Benefits

Comprehensive Medical, Dental, and Vision benefits

3 weeks' vacation and 5 personal days

Employee stock ownership and RRSP/401k matching programs

Qualifications

• Experience delivering solutions, services, or support to the utility industry.
• Familiarity with customer support environments.
• Ability to manage customer expectations and make decisions quickly.

Responsibilities

• Provide timely resolution to customer issues related to software applications.
• Monitor the support call queue and manage new tickets.
• Develop a deep understanding of application features.

Skills

Customer Support

Analytical problem-solving

Client communication

Education

University or technical college degree in computer sciences, software engineering, or related field

Tools

Java

SQL

Node.js

Angular

JavaScript

Job description

Overview

Employer Industry: Utility Software Solutions

Why consider this job opportunity

• Salary up to $75,000
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• 3 weeks' vacation and 5 personal days
• Employee stock ownership and RRSP/401k matching programs
• Remote work opportunity allowing flexibility from anywhere in Canada or the U.S.
• Chance to deepen expertise in solutions used by CIS customers

Responsibilities

• Provide timely and thorough resolution to customer issues related to software applications
• Monitor the support call queue and take ownership or re-assign new tickets
• Interact with internal departments for issue escalation and problem-solving
• Develop a deep understanding of the functional and technical features of applications
• Provide recommendations to customers and Product Management to prevent issue recurrence

Qualifications

• Experience delivering solutions, services, or support to the utility industry
• A University degree or technical college degree in computer sciences, software engineering, software development, or related field
• Familiarity and experience in a Customer Support environment
• Excellent client communication skills and ability to manage customer expectations
• Strong analytical problem-solving skills with the ability to make independent decisions quickly

Preferred Qualifications

• Experience with Customer Information Systems
• Utility industry experience
• Software experience in applications based in Java, SQL, PL/SQL, Uniface, or Web technologies (Node.js, Angular, JavaScript, JSP)

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