Customer Success Analyst

7 months ago

Ontario, Canada Univerus Energy & Water Full time

Looking to make a change to a company that is growing rapidly and having fun? Look no further and let’s talk about an incredible opportunity at an incredible company - Univerus.

You see, we are doing things differently here at Univerus; we are a global enterprise software company providing unified solutions to Local Government, Utilities and many other public and private entities with our cutting-edge UNITY platform. As a Customer Success Analyst II at Univerus, you will be responsible for providing technical assistance, troubleshooting, and resolving issues related to our products or services. Joining our dynamic team, you will have the opportunity to work alongside talented professionals and make a significant impact on our customers and the future of our organization.

We understand that our employees are the backbone of our success and therefore we are seeking motivated and talented individuals to join us on this exciting adventure. At Univerus, we believe in investing in our employees' growth and development, making this the ideal company for anyone who wants to continuously learn and advance. As a team member, you will have the opportunity to make a significant impact on our customers and the future of our organization and have fun doing it.

Role Details:

- Provide exceptional technical support to customers by promptly responding to inquiries and resolving issues efficiently.
- Diagnose and troubleshoot software, network, and system problems reported by customers.
- Collaborate with cross-functional teams to escalate and resolve complex technical issues.
- Ensure proper documentation of customer interactions, technical solutions, and product knowledge base.
- Assist in testing and quality assurance of new software releases or updates.
- Contribute to the improvement of support processes and procedures to enhance customer satisfaction.
- Identify opportunities for product or process improvement based on customer feedback.
- Provide training and guidance to junior support staff when necessary.

Required Skills & Abilities:

- Proven experience as a Technical Support Analyst, Software Support Analyst or similar role.
- Proficiency in troubleshooting and resolving technical issues with relational databases.
- Familiarity with remote support tools and ticketing systems.
- Proficiency in MS SQL
- Excellent problem-solving and analytical skills.
- Exceptional customer service and communication skills, both verbal and written.
- Ability to work well under pressure and handle multiple priorities simultaneously.
- Self-motivated and proactive, with a customer-centric mindset and a passion for delivering exceptional client experiences.
- Bachelor's degree in a relevant field (e.g., Computer Science, Software Engineering, Information Technology) or equivalent work experience.

Bonus points if you have any of the following:

- Experience implementing complex Utility Billing/Customer Information Systems

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