Harris Computer Systems

Support Analyst, Core -West Coast

CA-BC-Vancouver | CA-BC | CA-AB
3 weeks ago
Job ID
2017-3939
Company
Advanced Utility Systems
Category
Client Support
Supervisory Role
No
Percent of Travel Required
0-25%

Position Overview

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Advanced Utility Systems is seeking a Support Analyst, Core to provide:

  • subject matter expertise in all support matters regarding the core functionality of our flagship product CISInfinity
  • support, troubleshooting and maintenance of all functions and processes of our customers and regularly scheduled tasks within our product
  • primary support liaison services between company and customer.

In this role, you will work closely with the Manager and Vice President of Customer Support, and be supported by a great team, in providing exceptional customer service and development support.

Primary Functions

  • Effectively respond to and resolve inquiries of both a product and technical nature received by telephone or electronically submitted tickets
  • Assess a variety of situations related to the proper functioning and performance of every aspect of the system as it is used by multiple departments at a client utility
  • Fix interrupted processes such as batch jobs using SQL and system knowledge so that they can be completed successfully
  • Assess and implement new configurations and workflows for clients as required
  • Occasional training of clients in new features and processes on an individual basis
  • Report detailed information within the issue tracking system and document processes, routines and programs by following the defined guidelines and team goals & objectives
  • Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
  • Maximize and maintain current knowledge and awareness of applications and related technologies

Qualifications

To meet this challenge, you must possess a high level of initiative and energy as required to succeed in a fast-paced evolving environment, as well as several of the following skills:

 

  • High level of expertise writing and running SQL queries to manipulate large databases
  • Expert understanding of Microsoft SQL Server
  • Solid experience supporting client/server applications
  • Sound knowledge of software troubleshooting techniques with a high focus on first call resolution
  • Ability to interpret requirements, and recommend solutions that best address clients' needs
  • Excellent analytical, research and problem-solving skills
  • Exceptional verbal and written communication skills
  • Exceptional attention to detail and the ability to grasp concepts quickly
  • 5+ years proven experience working within a software support environment
  • College Diploma in Computer Science or equivalent industry experience is preferred.

Beneficial Skills and Experience

  • Experience with multiple remote access tools & techniques such as webex, remote desktop, VPN
  • Experience with Oracle Database Support
  • Oral or written communication in French
  • Customer Service Training or Certification
  • Experience in IT Support of the Public Utility Industry

Salary

 

Salary will be commensurate with experience and job responsibilities.  Advanced Utility Systems offers excellent fringe benefits including a generous vacation policy and health, dental, life and disability insurance.

 

Location

 

Candidate will be a Virtual/Remote worker based out of the West Coast.

 

Company Overview

Advanced Utility Systems (AUS) Corporation (www.advancedutility.com) is a software and services company headquartered in Toronto, Canada. Since our start-up in 1997, we have grown to serve over 130 North American water, electric and natural gas utility clients through our leading-edge billing and customer service software: CIS Infinity.

Advanced Utility Systems is a wholly owned subsidiary of Harris Computer Systems. Harris Computer Systems has been providing complete Customer Information System (CIS) and Financial Management solutions exclusively to public and municipal utilities for over 38 years. Our track record speaks for itself. We are an experienced, solid company with proven solutions that are presently in use by over 3,000 customers across North America. We are the number one provider of powerful Financial and CIS solutions because of our specialized understanding of the electric, water and gas utility industry and our commitment to customer relationships.

Harris Computer Systems is a member of the Constellation Software Inc. (“CSI”) group of companies. CSI is a publicly traded company listed on the TSX.

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

#WeAreHarris

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