Customer Support - Success Analyst (Remote)

Harris Computer; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

An established industry player is looking for a Customer Success Analyst to join a dedicated team focused on providing exceptional support. In this remote role, you will manage customer inquiries, track support issues, and collaborate with team members to enhance service practices. With a strong emphasis on communication and problem-solving, you will ensure client satisfaction while maintaining knowledge of applications and technologies. This position offers the opportunity to work with a company that values innovation and customer service excellence, making it perfect for those who thrive in dynamic environments.

Benefits

Three weeks' vacation

Five personal days

Comprehensive benefits

Employee stock ownership

RRSP/401k matching programs

Remote work perks

Qualifications

• Proven experience in a software support role with a focus on customer service.
• Strong analytical skills to assess and resolve client issues effectively.

Responsibilities

• Provide first-line customer support and act as the primary liaison between clients and NorthStar.
• Document client interactions and follow up to ensure satisfactory issue resolution.

Skills

Customer Support

Analytical Skills

Problem-Solving

Communication Skills

Interpersonal Skills

Education

Experience in Software Support

Experience with Utility Software

Tools

Client Tracking System

Job description

NorthStar is seeking a Customer Success Analyst to join our growing team. As a successful candidate, you will oversee customer tickets and ensure timely responses and updates to customers.

You will investigate, manage, track, and close client support issues, contribute to a knowledge base, and respond to customers via CHAT. You must be able to assess priorities and respond accordingly, seeing issues through to resolution.

You will report to the Manager, Customer Success, and will be supported by a team dedicated to providing exceptional, proactive customer service.

This remote role is open to candidates anywhere in Canada and the USA. Some travel may be required, and a valid passport will be necessary for travel across Canada, the USA, and the Caribbean.

Responsibilities include:

1. Providing first-line customer support and acting as the primary support liaison between NorthStar and clients, responding to inquiries via phone, tickets, or CHAT.
2. Assessing situations, reviewing software configurations, setups, and code to identify resolutions or escalate as needed.
3. Documenting detailed information in the client tracking system and following guidelines for processes and routines.
4. Proactively following up with clients to ensure issues are resolved satisfactorily.
5. Collaborating with team members to share knowledge and improve support practices.
6. Maintaining current knowledge of applications and related technologies.
7. Developing and maintaining best practices.

Preferred qualifications:

• Experience with utility software is a plus.
• Proven experience in a software support role.
• Strong communication and interpersonal skills.
• Excellent analytical and problem-solving abilities, with effective prioritization skills.
• Attention to detail and quick grasp of concepts.

What we offer:

• Three weeks' vacation and five personal days.
• Comprehensive benefits starting from day one.
• Employee stock ownership and RRSP/401k matching programs.
• Remote work and additional perks.

About NorthStar:

NorthStar Utilities Solutions has served the utility community in North America and the Caribbean for over 40 years. We pride ourselves on excellent customer service and industry leadership, seeking problem solvers who embrace technology and complex ideas.

Click here to learn more about NorthStar Utilities Solutions.

About Harris:

Harris provides mission-critical software to the North American public sector and is part of Constellation Software Inc. (“CSI”). We focus on software investments and market expertise to drive growth and innovation in utility, government, education, public safety, and healthcare sectors.