Technical Customer Success Analyst

Join our dynamic Customer Success team as a Technical Analyst and contribute to the success of our flagship product, CIS Infinity. We’re seeking highly motivated individuals who thrive on challenges and are passionate about delivering exceptional customer experiences. This role offers an opportunity to collaborate with customers, troubleshoot complex issues, and enhance your technical skills in the Utility industry. Be part of a dedicated team, make a positive impact, and build lasting customer relationships.

As a Technical Analyst, you will:

• Effectively respond to and resolve product and technical inquiries via telephone or electronically submitted tickets.
• Assess and troubleshoot system issues for Customer utility departments, implementing solutions using SQL and system knowledge.
• Configure and optimize system workflows for Customers.
• Provide occasional one-on-one training for Customers on new/existing features and processes.
• Document detailed information within the issue tracking system, following team guidelines.
• Collaborate with team members and across the organization to exchange knowledge.
• Meet service level guidelines and key performance indicators to contribute to team and departmental goals.
• Act as a key contact for assigned tasks, managing, and implementing resolutions from start to finish.
• Participate in regular calls with Customers to understand their needs and share best practices.
• Identify gaps in processes and suggest solutions for product improvement.
• Utilize exceptional written and verbal communication skills while working with Customers.
• Verify and test changes and fixes as needed.
• Collaborate with the Development team to understand and implement required resolutions.

To succeed in this role, you should have:

• High expertise in writing and running SQL queries.
• Expert understanding of Microsoft SQL Server.
• Knowledge of PowerShell scripting.
• Solid experience supporting client/server applications.
• Strong desire to provide exceptional customer experiences.
• Software troubleshooting skills with a positive attitude, patience, understanding, and teamwork.
• Ability to interpret requirements and recommend solutions addressing Customer needs.
• Excellent analytical, research, and problem-solving skills.
• Exceptional verbal and written communication skills.
• Exceptional attention to detail and quick grasp of concepts.
• Ability to prioritize work effectively.
• 5+ years of proven experience in a software support environment.
• College Diploma in Computer Science or equivalent industry experience (preferred).

Nice to Have:

• Experience with remote access tools & techniques (Webex, Remote Desktop, VPN).
• Oral or written communication in French.
• Customer Service Training or Certification.
• Experience supporting software applications for the Public Utility Industry.
• Experience in Cloud-managed technology.
• Experience in web-based technology.
• Experience in Crystal Report, Power BI.
• Experience with APIs – REST, SOAP