Customer Success Analyst

TL;DR

Customer Success Analyst: Overseeing customer tickets and ensuring timely responses and updates, with an accent on investigating, managing, tracking, and closing client support issues. Focus on assessing priorities, reviewing software configuration, and proactive client follow-up.

Location: Remote (Canada and USA). Up to 10% travel may be required across Canada, USA, and the Caribbean. A valid passport is required for travel.

Salary: CAD 65,000–85,000.

Company

Harris is a leading provider of mission-critical software to the public sector in North America, with a focus on proprietary software and market expertise.

What you will do

• Deliver first-line customer support, acting as a primary liaison between NorthStar and clients.
• Respond to and resolve product and technical inquiries received by telephone, electronically submitted tickets, or through CHAT.
• Assess various situations, reviewing software configuration and set-up, to identify correct resolutions or escalations.
• Report detailed information within the client tracking system and document processes, routines, and programs.
• Proactively follow up with internal and external clients to ensure inquiries and issues are satisfactorily resolved.
• Collaborate with team members, exchanging knowledge, and maintaining current awareness of applications and related technologies.

Requirements

• 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.
• English: B2 required.
• Work authorization for Canada or the USA is required.

Nice to have

• Utility experience.

Culture & Benefits

• 3 weeks' vacation and 5 personal days.
• Comprehensive Medical, Dental, and Vision benefits from your first day of employment.
• Employee stock ownership and RRSP/401k matching programs.
• Lifestyle rewards.
• Remote work environment.