NorthStar is seeking a Customer Success Analyst to join our growing support team. As a successful candidate you will oversee customer tickets and ensure that customers receive timely responses and updates. You will investigate, manage, track and close client support issues. You will be responsible for contributing to a knowledge base and responding to customers through CHAT. You must have the ability to assess priorities and respond to issues accordingly seeing them through to resolution.
In this role, you will report to Manager, Customer Success and you will be supported by a great team in providing exceptional, proactive customer service.
This remote role welcomes candidates anywhere in Canada and the USA. Up to 10% travel may be required. A valid passport will be required to travel across Canada, USA, and the Caribbean.
Salary: 65K-85K CAD based on experience.
What your impact will be:
- Deliver first line Customer support Operate as primary support liaison between NorthStar and our clients. Effectively respond to and resolve inquiries of both a product and technical nature received by telephone, electronically submitted tickets or through CHAT.
- Assess various situations, reviewing software configuration, set-up and software code while identifying the correct resolution or escalation according to NorthStar Support guidelines.
- Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives.
- Regularly review the database of submitted items and proactively follow up with internal and external clients to ensure that their inquiries and/or issues have been satisfactorily resolved.
- Work closely with other team members as part of a cohesive group exchanging knowledge through peer-to-peer interaction training sessions.
- Maximize and maintain current knowledge and awareness of applications and related technologies.
- Develop, monitor, document and maintain best practices.
What we are looking for:
- Preference would be given to any candidates with utility experience.
- Proven work experience in Software Support role.
- Strong interpersonal and communication skills.
- Excellent analytical, research and problem-solving skills with a strong ability to prioritize work effectively.
- Exceptional attention to detail and the ability to grasp concepts quickly.
What we can offer:
- 3 weeks' vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
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.
About Northstar:
NorthStar Utilities Solutions is a unique company that has served the utility community in North America and the Caribbean for 50 years. Our team members have enabled us to have continuous growth and innovation. We pride ourselves on delivering impressive customer service and standing apart as an industry leader. We are looking for people who are avid problem solvers, crave challenges, embrace technology and grasp complex ideas.
Click here to learn more about NorthStar Utilities Solutions.
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