Customer Success Analyst

Department

Location

Ontario

Job Type

Permanent



Job Description:

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 cross-functional 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.



Job Requirements:

Required Skills & Abilities:

• Proven experience as a Technical Support Analyst, Software Support Analyst or similar role.

• Strong technical aptitude and understanding of software applications and systems.

• Proficiency in troubleshooting and resolving technical issues with relational databases.

• Familiarity with remote support tools and ticketing systems.

• Proficiency in MS SQL

• Excellent problem-solving and analytical skills.

• Exceptional customer service and communication skills, both verbal and written.

• Ability to work well under pressure and handle multiple priorities simultaneously.

• Self-motivated and proactive, with a customer-centric 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.


Bonus points if you have any of the following:

• Experience implementing complex Utility Billing/Customer Information Systems


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