(Remote) Software Support Analyst

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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 remote role welcomes candidates anywhere in Canada and the US. Our head office is located in Ottawa, ON, however all of our staff work remotely from their homes.

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
• Document and share knowledge through Knowledge Base, Internal Articles, and Knowledge Exchange Training sessions
• Monitor the support ticket queue and take ownership or re-assign new tickets
• Assist in the problem solving of data, architecture, and interface issues
• Availability from 8AM-4PM Eastern time zones Monday to Friday, with some flexibility to be discussed.
• 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
• Understand the support services agreement to know when requested services are outside the support agreement terms
• Provide suggestions on enhancements to the product or processes
• Provide timely and thorough resolution to customer issues within SLA
• Develop a deep understanding of the functional and technical features of our applications and use this knowledge to address application related issues and questions

General Qualifications

What we are looking for:

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

Technical Qualifications

• Knowledge and troubleshooting of Apache Tomcat is required
• Software knowledge in at least one of JAVA, JSP, jQuery is preferred. You will not be coding but understanding of code is preferred
• 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.
• Travel, when appropriately safe to do so, is required for departmental events about 2 times per year
• Positive attitude for a fast-paced environment

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

• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• 3 weeks' vacation and 5 personal days
• Employee