Harris Computer Systems

Customer Support Analyst- Entry Level

CA-ON-Ottawa
3 months ago
Job ID
2016-3176
Company
NorthStar Enterprise
Category
Client Support
Percent of Travel Required
<10%

Position Overview

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NorthStar Utilities Solutions is seeking an entry level Customer Support Analyst to join their team!

 

 

The successful candidate will act as the primary support liaison between company and customer while investigating, managing, tracking, closing and documenting customer’s functional and technical support issues. You will join our team of Support Analysts responsible for performing application upgrades for clients; contributing to a knowledge base and supporting user forums. You will be accountable to provide value added service for the NorthStar solution.

Primary Functions

  • Respond/Troubleshoot/Resolve product and technical support issues reported by our clients within outlined SLAs.
  • Handle all existing client inquiries, concerns and service requirements in an efficient, courteous and professional manner and ensure that appropriate actions and follow up are executed.
  • Interact with clients to provide information in response to inquiries, concerns, and requests with products and services.
  • Educate customers about the causes of software problems to prevent recurrence.
  • Confirm the validity of the problem and search for known solutions to solve the issue.
  • Log and document all support requests in the CRM.
  • Monitor and follow up on ticket progress based on SLA Requirements.
  • Apply appropriate level of urgency to problems; manage customer expectations in terms of service level and communications.
  • Maintain proactive contact with each client to ensure that they are aware of the status on each inquiry until such time as it is resolved.
  • Work closely with other team members to determine client solutions through collaborative efforts.
  • Work collaboratively with Research & Development; Sales; Professional Services to communicate and facilitate resolution of custom work requests to ensure that the software developed meets customer requirements.
  • Provide regular and ad hoc client status reports to clients and management.

Qualifications

  • Computer Engineering or Computer Science Degree or College Diploma.
  • A passion for technology.
  • Ability to deliver first-rate solutions on the phone, while maintaining a positive relationship, to clients with varying levels of computer proficiency.
  • Ability to diagnose and resolve problems with software utilizing remote tools for diagnostic purposes.
  • Ability to work in a team environment, as well as independently with minimal supervision.
  • Ability to establish priorities, multi-task and work under pressure to meet Service Level Agreements.
  • Passion for continuous learning to remain current with evolving technologies and product innovations.
  • Strong analytical and problem-solving abilities.
  • Excellent verbal, time management and written communication skills.
  • Experience with SQL Server, Cognos, Windows, Informix, Linux and Oracle platforms are a plus.
  • Ability to work shiftwork.
  • Enthusiasm
  • Travel occasionally required

Preferred

 

  • Understanding of and adherence to a structured software development process
  • Experience with gathering user requirements and creating functional design specifications
  • New graduates are encouraged to apply.

Company Overview

NorthStar Utilities Solutions (www.northstarutilities.com) is a unique company that has served the utility community in North America and the Caribbean for more than 35 years. We create brilliant products that make every day in our clients' lives more efficient, productive and cost-effective. We pride ourselves on delivering impressive customer service and standing apart as an industry leader. We are always on the lookout for people who crave challenges, embrace technology and grasp complex ideas.

Harris Computer Systems (www.harriscomputer.com) is a wholly owned subsidiary of Constellation and is a leading provider of financial management and Customer Information Systems (CIS) software solutions. Since 1976, Harris has focused on providing feature-rich and robust turnkey solutions to all levels of local government, public power and water entities as well as school districts throughout North America. Harris' focus is on creating long term relationships with our customers and ensuring that we meet the changing needs of our customers over time.

Harris is an EEO/AA/Disability/Vets employer.

#WeAreHarris

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