Support Analyst (Personal Services)

We are seeking a Support Analyst to join our team at SmartWorks!  As a Support Analyst, this professional is accountable for handling and escalating support calls or tickets and directly engaging with customers to address service issues and resolve computing problems.

You will have the background knowledge necessary to recognize code-related issues and escalate them to the development team. You'll possess excellent written and verbal communication, an ability to self-manage and meet deadlines, and able to build and maintain effective relationships with customers.

What You'll Do:

• Handle support calls or tickets.
• Installing and updating product line applications, integrated 3rd party applications, and operating system and/or database applications.
• Exercise sound professional judgment in investigating technical problems.
• Collects detailed information to categorize requests to establish a method of resolution.
• Documentation of all customer communication through tickets.

What We're Looking For:

• 1+ year(s) of customer service experience in a technical environment or relevant experience
• Proven problem-solving abilities
• Proven verbal skills and exceptional written skills
• Experience in technical documentation
• Ability to multi-task effectively
• Work well autonomously

What We Offer:

• RRSP matching program and employee stock purchase plan.
• Health Insurance from day 1 (medical, dental, vision, life, short and long-term disability, AD&D).
• 3 weeks of vacation and 5 Personal days.

Who We Are:

For over a decade, SmartWorks has been providing best-in-class meter data management and analytics solutions to more than 300 utilities throughout North America and the Caribbean.  Our vision is to change the way the world relates to energy and water through data-driven intelligence.  We apply artificial intelligence and advanced analytics to extract insights from the vast volume of related data that is available now and will be in the future.  Our solutions liberate our customers from the burden of big data management, freeing them to focus on their business, to improve their service, and to effortlessly make informed decisions.  SmartWorks is a division of N. Harris Computer Corporation.