(Remote) Software Support Analyst

At 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.

This is a remote opportunity within Canada and the US to work in the Pacific Time Zone.

What Your Impact Will Be

• Respond quickly to customer calls and provide frequent updates so customers know their problems are being addressed via phone and email ticketing system
• Provide suggestions on enhancements to the product or processes
• Assist in the problem solving of data, architecture, and interface issues
• Monitor the support ticket queue and take ownership or re-assign new tickets
• Provide timely and thorough resolution to customer issues within SLA
• Provide recommendations to customers and Product Management to prevent recurrence of issues
• Interact with a range of internal departments (Infrastructure, Development, Professional Services, Sales, etc.) for ticket escalation
• Document and share knowledge through Knowledge Base, Internal Articles, and Knowledge Exchange Training sessions
• Develop a deep understanding of the functional and technical features of our applications and use this knowledge to address application related issues and questions
• Availability from 8AM-4PM Pacific time zones Monday to Friday, with some flexibility to be discussed.
• Understand the support services agreement to know when requested services are outside the support agreement terms

General Qualifications

What we are looking for:

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

Technical Qualifications

• 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
• 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.

Soft Skills

• Energetic self-starter with a positive outlook on the world. You find a true sense of accomplishment and pride in helping people. There are no issues, only challenges and opportunities to raise the customer service bar.
• Positive attitude for a fast-paced environment
• Travel, when appropriately safe to do so, is required for departmental events about 2 times per year

What Would Make You Stand Out

• Oracle or PostgreSQL database configuration and administration is nice to have.
• Utility industry experience, especially with respect to Smart Grid applications is preferred.
• In-depth Linux troubleshooting experience is a plus.

What We Can Offer

• Remote work and more!
• Lifestyle rewards
• Employee stock ownership and RRSP/401k matching programs
• 3 weeks' vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment

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).