(Remote) Support Analyst
About the position Are you ready to dive into the dynamic world of Support Analysis? Here at Cayenta; a division of Harris, support calls are an exciting puzzle, typically falling into one of three thrilling categories: Application issues, Environment and Database issues, and IT/Communications issues. As a Support Analyst, your focus will be on the intriguing realm of software application issues. This is your chance to deepen your expertise in the solutions used by our CIS customers. Whether you're in Canada or the United States, we're looking for talented individuals like you to join us remotely. Embrace the challenge and become a pivotal part of our support team from wherever you are! This remote role welcomes candidates anywhere in Canada and the US with a preference for candidates who has utility experience. Responsibilities • Provide timely and thorough resolution to customer issues. • Monitor the support call queue and take ownership or re-assign new tickets. • Interact with a range of internal departments (Environment Specialist, R&D, other analysts, etc.) for issue escalation. • Assist in the problem solving of data, architecture, and interface issues. • Respond quickly to customer calls and provide frequent updates so customers know their problems are being addressed. • Develop a deep understanding of the functional and technical features of our applications and use this knowledge to address application-related issues and questions. • Provide recommendations to customers and Product Management to prevent recurrence of the issue. • Understand the support services agreement to know when requested services are outside the support agreement terms. • Provide suggestions on enhancements to the product or process. Requirements • Familiarity and experience in a Customer Support environment. • Excellent client communication skills. Ability to manage and shape customer expectations. • Ability to work on multiple initiatives and/or support tickets simultaneously. • Strong analytical problem-solving skills. Must be able to analyze information to make independent decisions quickly and effectively. • Ability to work independently, be flexible, be self-motivated and be a team player. • Software experience in applications based in at least one of the following is preferred: Java, SQL, PL/SQL, Uniface, Web technologies (Node.js, Angular, JavaScript, JSP). Nice-to-haves • Experience delivering solutions, services, or support to the utility industry is strongly preferred. • A University degree or technical college degree in computer sciences, software engineering, software development or related field is preferred. • Experience with Customer Information Systems preferred. • Utility industry experience is preferred. 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! Apply tot his job