Technical Support Analyst - Peterborough, Canada - Univerus Energy & Water
2 weeks ago
Description
As a Technical Support Analyst 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.
At Univerus, our employees are the key to our success. We provide an environment that values growth, development, and collaboration. Expand your skills, seize new opportunities, and shape your career in a supportive and engaging setting. Your contributions will drive our continued growth.We prioritize diversity and equality, celebrating unique perspectives and fostering an inclusive environment for all. Join our team and be part of an organization that values and promotes diversity at every level.
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 crossfunctional 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.
- Familiarity with MS SQL
- Excellent problemsolving and analytical skills.
- Exceptional customer service and communication skills, both verbal and written.
- Ability to work well under pressure and handle multiple priorities simultaneously.
- Selfmotivated and proactive, with a customercentric 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.
- Experience implementing complex Utility Billing/Customer Information Systems
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