Job Details

Overview

NorthStar is seeking a Customer Success Analyst to join our growing support team. You will oversee customer tickets and ensure timely responses and updates. You will investigate, manage, track and close client support issues, contribute to a knowledge base, and respond to customers through CHAT. You must assess priorities and respond to issues accordingly, guiding them to resolution.

You will report to the Manager, Customer Success and be supported by a 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. Act as the primary support liaison between NorthStar and clients, responding to and resolving inquiries of both product and technical nature received by telephone, electronically submitted tickets, or through CHAT.
• Assess situations by reviewing software configuration, setup and code to identify 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 defined guidelines and team goals.
• Regularly review the database of submitted items and proactively follow up with internal and external clients to ensure inquiries and issues are satisfactorily resolved.
• Collaborate with team members and participate in knowledge sharing through peer-to-peer interactions and training sessions.
• Maintain current knowledge of applications and related technologies.
• Develop, monitor, document and maintain best practices.

What we are looking for

• Preference given to candidates with utility experience.
• Proven work experience in a 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 the 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 serves the CSI investment in utility, local government, school districts, public safety, and healthcare software verticals. Our focus is on proprietary software and market expertise, with growth supported by reinvestment and acquisitions.

About NorthStar

NorthStar Utilities Solutions is a company with 50 years of service to the utility community in North America and the Caribbean. We pride ourselves on delivering impressive customer service and leading the industry in problem-solving and technology adoption. We seek people who are avid problem solvers and capable of grasping complex ideas.

Learn more about NorthStar Utilities Solutions.

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