(Remote) Software Support Analyst

Location

Victoria, BC | Canada

Job description

At Harris' SmartWorks, we are committed to delighting our customer base and we do that by ensuring our customers receive maximum enduring value from their investment in our solutions. A big part of ensuring they receive value is the satisfaction and resolution they receive from our support services throughout the use of our SmartWorks Product Suite. While our customers evolve their value through, our Support Services team ensures they have a stable environment to meet their day-to-day operations, their planning, and success of the utility. 

 
We are looking for a Support Analyst to join our dynamic team of smart, positive, and passionate people who are appreciated for their unique talents and empowered to do their jobs well. We are looking for individuals with proven experience in client service, troubleshooting, and analytics to help us support our Utility Customers on the SmartWorks product they own. As part of the team, you will be troubleshooting and designing new solutions for customers while continuously increasing high customer satisfaction. We highly value team members who communicate clearly and concisely, and who work to build a positive and enjoyable workplace.

As a Support Team Analyst, your role will encompass a wide range of responsibilities to ensure the efficient resolution of customer issues and the seamless coordination between internal departments.

Our head office is located in Ottawa, ON, however a significant percentage of our management and staff work remotely from their homes. This position is open to qualified individuals living anywhere in the US or Canada and willing to work remotely from home. 

Availability outside regular business hours (Mon-Fri, 8am-8pm EST) may be required occasionally for emergency situations, project-related tasks, or resolving service-impacting incidents. Regular working hours for this position will be 9am-5pm PST. Travel is required for departmental events approximately 2 times per year.

What your impact will be:

• Monitor the support ticket queue and take ownership and/or re-assign new tickets
• Promptly address customer issues and consistently provide updates to ensure customers are informed of the progress in resolving their issues
• Provide timely and thorough resolution to customer issues within customer Service Level Agreement requirements
• Help develop, implement and review operational policies and procedures to improve efficiency wherever possible
• Help develop and implement support initiatives, including knowledge bases, technical and operational techniques, and documentation
• Document and share knowledge through Knowledge Base, Internal Articles, and Knowledge Exchange Training sessions
• Build alliances and partnerships and interact with a range of internal and external departments (i.e. Infrastructure, Development, Professional Services, Sales, and other Harris Business Units and Vendors.) for ticket escalation and resolution
• Provide technical advice, assist in the problem solving of data, architecture, and interface issues and serve as a level 3 support analyst and final point of assessment, mitigating a wide range of issue from escalation to other internal teams
• 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 suggestions on enhancements to our products and services
• Work with customers to remediate highest priority challenges 
• Resolving customer service-related issues & contribute towards improving overall customer service
  
   

What we are looking for:

General Qualifications

• University degree or technical college degree in computer sciences, software engineering, software development or related field
• Familiarity and experience in a Support Services environment with evolving change management processes
• Excellent client communication skills with the ability to manage and shape customer expectations
• Self-managed autonomous, proactive work style
• Ability to work on multiple initiatives simultaneously with knowing how to manage time and priorities effectively​

Technical Qualifications

• SQL experience in at least one of these databases is required (Oracle, PostgreSQL, MSSQL, MySQL, or other RDBMS)
• Must be comfortable working in Red Hat Linux operating systems primarily with some work in Microsoft Windows Server
• Software knowledge in at least one of  JAVA, JSP, jQuery is preferred. You will not be coding but understanding of code is preferred
• Knowledge and troubleshooting of Apache Tomcat is required
• Experience with GIT and IDE tools
• Experience with JIRA , and Confluence

What would make you stand out:

• Utility industry experience , especially with respect to Smart Grid applications is preferred
• Oracle or PostgreSQL database configuration and administration is nice to have
• In-depth Linux troubleshooting experience is a plus
• ITSM/ITIL knowledge nice to have
• Previous Salesforce Administration knowledge is a plus

What we can offer:

• A fun and collaborative work environment
• Opportunities to learn and grow
• A casual and remote work environment or your option to work in an awesome office dependent on your location
• 3 weeks vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision coverage from your first day of employment
• Competitive salary, employee stock ownership options, and RRSP/401K matching programs
• Lifestyle Rewards
• Community Involvement and Social Responsibility

Salary : 70K

About us:
SmartWorks empowers utilities to navigate change and unleash the potential of the smart infrastructure. At SmartWorks we are committed to delighting our customers and we do that by ensuring our customers receive maximum enduring value from their investment in our solutions. SmartWorks’ MeterSense Meter Data Management (MDM) and SmartWorks Compass Data Analytics software solutions are essential components to enable the smart grid by intelligently processing and analyzing the extreme quantities of data produced from Advanced Metering Infrastructure (AMI).

About Harris:

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 government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.

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