Customer Success Analyst

TL;DR

Customer Success Analyst (Software): Overseeing client support tickets and resolving product-related technical issues with an accent on database analysis and configuration troubleshooting. Focus on documenting solutions, maintaining knowledge bases, and delivering proactive support to utility sector clients across Canada and the USA.

Location: Must be based in Canada or the USA. Up to 10% travel required; valid passport mandatory for travel across Canada, USA, and the Caribbean.

Salary: 65,000–85,000 CAD

Company

hirify.global is a leading provider of mission-critical software solutions for the public sector, operating as a subsidiary of Constellation Software Inc.

What you will do

• Act as the primary support liaison between NorthStar and clients to resolve product and technical inquiries via phone, tickets, and chat.
• Investigate software configurations, setups, and code to identify resolutions or escalations according to support guidelines.
• Document processes, routines, and solutions within the internal client tracking system and knowledge base.
• Proactively follow up with internal and external stakeholders to ensure satisfactory resolution of reported issues.
• Collaborate with the team to share knowledge through peer-to-peer training sessions.
• Maintain deep product knowledge and develop best practices for software support.

Requirements

• Must be located in Canada or the USA
• Valid passport required for travel to Canada, USA, and the Caribbean
• Proven work experience in a software support role.
• Strong analytical, research, and problem-solving skills with effective work prioritization.
• Excellent interpersonal and communication skills.
• Exceptional attention to detail.

Nice to have

• Prior experience in the utility industry.

Culture & Benefits

• Comprehensive medical, dental, and vision benefits starting from the first day.
• Three weeks of vacation plus five personal days.
• Employee stock ownership and retirement savings plans (RRSP/401k matching).
• Lifestyle rewards.
• Remote work flexibility within assigned territories.