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Support Analyst

Toronto, ON
Full Time
4 days ago
Advanced is looking for a Support Analyst to assist in supporting our flagship product. In this role, you will work closely with the Manager and Vice President of Customer Support, and be supported by a great team, in providing exceptional customer service and development support.

What your impact will be:
  • Effectively respond to and resolve inquiries of both a product and technical nature received bytelephone or electronically submitted tickets
  • Assess a variety of situations related to the proper functioning and performance of every aspect of the system as it is used by multiple departments at a client utility
  • Fix interrupted processes such as batch jobs using SQL and system knowledge so that they can be completed successfully
  • Assess and implement new configurations and workflows for clients as required
  • Occasional training of clients in new features and processes on an individual basis
  • Report detailed information within the issue tracking system and document processes, routines and programs by following the defined guidelines and team goals & objectives
  • Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
  • Maximize and maintain current knowledge and awareness of applications and related technologies

What we are looking for:
  • 5+ years proven experience working within a software support environment
  • High level of expertise writing and running SQL queries to manipulate large databases
  • Understanding of Powershell scripting
  • Expert understanding of Microsoft SQL Server
  • Solid experience supporting client/server applications
  • Sound knowledge of software troubleshooting techniques with a high focus on first call resolution
  • Ability to interpret requirements, and recommend solutions that best address clients' needs

What will make you stand out:
  • College Diploma in Computer Science or equivalent industry experience

Company Overview

Advanced Utility Systems (AUS) is the leader and most progressive utilities software company in North America. As one of the largest providers of water, e lectric and natural gas utility software, Advanced Utility Systems offers an all-encompassing suite of integrated systems from billing to service management with a long-term commitment to the utilities industry, through investment in its employees, new products, new technologies, and continuous improvement, with offices and customers in over 30 countries, generating consolidated revenues in excess of US $210 million. Publicly traded and comprised of over 14,000 customers, Constellation Software Inc.