At the core of NorthStar is our highly configurable customer information and billing system, a modular solution that scales as you grow.
We enhance this robust foundation with optional value-add modules for customer engagement, workforce management, cloud, security and professional services.
NorthStar is pleased to offer a comprehensive enterprise solution that supports customer service excellence at every touch-point.
NorthStar is seeking a Support Analyst to join our growing team. This position will focus on our value-add modules for customer engagement (SilverBlaze) and workforce management (mCARe).
As a successful candidate you will investigate, manage, track and close client and internal technical support issues. You will be responsible for contributing to a knowledge base and supporting user forums.
You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between company and customer.
In this role, you will report to the Team Lead of our Add-Ons and Integrations team and you will be supported by a great team in providing exceptional, proactive customer service.
This remote role welcomes candidates anywhere in Canada and the US. Some travel may be required. Must be comfortable working in the EST time zone.
What will your impact will be :
Front Line Customer Support Operate as frontline, primary support liaison between NorthStar and our clients and effectively respond to and resolve inquiries of both a product and technical nature received by telephone, electronically submitted tickets or through automated alerting systems.
Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to NorthStar Support guidelines
Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives.
Regularly review the database of submitted items and proactively follow up with internal and external clients to ensure that their inquiries and / or issues have been satisfactorily resolved.
Work closely with other team members as part of a cohesive group in exchanging knowledge through peer-to-peer interaction, training sessions
Maximize and maintain current knowledge and awareness of applications and related technologies.
Develop, monitor, document and maintain best practices.
What we are looking for :
Proven work experience in Technical Support
Strong interpersonal and communication skills
Excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively
Exceptional attention to detail and the ability to grasp concepts quickly
Sound understanding of API and web services technologies and functions
Must be available to work evenings (12-8 PM EST)
What would make you stand out :
Bachelor’s degree in technology or computer science
Dot Net Nuke, CSS, IIS.
Database administration and network administration experience
Utility industry experience
What we can offer :
3 weeks' vacation and 5 personal days
Comprehensive Medical, Dental, and Vision paid 100% by Harris starting from your first day of employment
Employee stock ownership and RRSP / 401k matching programs
Remote work and more!
About us :
NorthStar Utilities Solutions is a unique company that has served the utility community in North America and the Caribbean for more than 40 years.
Our team members have enabled us to have continuous growth and innovation. We pride ourselves on delivering impressive customer service and standing apart as an industry leader.
We are looking for people who are avid problem solvers, crave challenges, embrace technology and grasp complex ideas.
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