Customer Success Analyst

Harris Computer; Remote; IDR 800.196.000 - 1.046.412.000; Full time

Job summary

A leading software firm seeks a Customer Success Analyst to support clients effectively. The role involves managing customer tickets, responding via chat, and investigating support issues. Essential qualifications include proven software support experience, excellent communication, and problem-solving skills. This remote position allows for flexibility, with some travel required. Benefits include vacation, comprehensive medical plans, and employee stock ownership. Join a team that prioritizes customer satisfaction and innovation.

Benefits

3 weeks' vacation and 5 personal days

Comprehensive medical, dental, and vision benefits

Employee stock ownership

Remote work

Qualifications

• Preference for candidates with utility experience.
• Proven work experience in a software support role.
• Strong interpersonal and communication skills.

Responsibilities

• Oversee customer tickets and ensure timely responses.
• Investigate, manage, track, and close client support issues.
• Contribute to the knowledge base and respond to customers.

Skills

Interpersonal skills

Communication skills

Analytical skills

Problem-solving skills

Attention to detail

Job description

NorthStar is seeking a Customer Success Analyst to join our growing support team. As a successful candidate you will oversee customer tickets and ensure that customers receive timely responses and updates. You will investigate, manage, track and close client support issues. You will be responsible for contributing to a knowledge base and responding to customers through chat. You must have the ability to assess priorities and respond to issues accordingly, seeing them through to resolution.

Remote Role

This remote role welcomes candidates anywhere in Canada and the USA. Up to 10% travel may be required. A valid passport will be required to travel across Canada, USA, and the Caribbean.

Salary

65K-85K CAD based on experience.

Impact

• Deliver first line customer support as the primary support liaison between NorthStar and our clients. Effectively respond to and resolve inquiries of both a product and technical nature received by telephone, electronically submitted tickets or through chat.
• Assess various situations, reviewing software configuration, set‑up and software code while identifying the correct resolution or escalation according to NorthStar Support guidelines.
• Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives.
• Regularly review the database of submitted items and proactively follow up with internal and external clients to ensure that their inquiries and/or issues have been satisfactorily resolved.
• Work closely with other team members as part of a cohesive group exchanging knowledge through peer‑to‑peer interaction training sessions.
• Maximize and maintain current knowledge and awareness of applications and related technologies.
• Develop, monitor, document and maintain best practices.

Qualifications

• Preference for candidates with utility experience.
• Proven work experience in a software support role.
• Strong interpersonal and communication skills.
• Excellent analytical, research and problem‑solving skills with a strong ability to prioritize work effectively.
• Exceptional attention to detail and the ability to grasp concepts quickly.

Benefits

• 3 weeks' 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 and more!

Company Overview

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. ("CSI", symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local, school districts, public safety, and healthcare software verticals. Harris will continue to grow through reinvestment – both in the people and products that we offer and by making investments in acquiring new businesses.

NorthStar Utilities Solutions is a unique company that has served the utility community in North America and the Caribbean for 50 years. Our team members have enabled continuous growth and innovation. We pride ourselves on delivering impressive customer service and standing apart as an industry leader. We are looking for people who are avid problem solvers, crave challenges, embrace technology, and grasp complex ideas.

Click here to learn more about NorthStar Utilities Solutions.