Software Support Analyst

Essential Duties
Support calls typically fall into one of three categories: Application issues; Environment and Database issues; and IT/Communications issues. The Support Analyst will focus primarily on issues related to the software application, and therefore will be expected to develop an understanding of smart metering solutions and the AMI and MDM systems used by today’s electric, water and gas utilities.

The Support Analyst will:

  • Provide timely and thorough resolution to customer issues.
  • Monitor the support call queue and take ownership or re-assign new tickets.
  • Interact with a range of internal departments (Environment Specialist, R&D, other analysts, etc.) for issue escalation.
  • Assist in the problem solving of data, architecture, and interface issues.
  • Respond quickly to customer calls and provide frequent updates so customers know their problems are being addressed.
  • Develop a deep understanding of the functional and technical features of our applications and use this knowledge to address application related issues and questions.
  • Provide recommendations to customers and Product Management to prevent recurrence of the issue.
  • Understand the support services agreement to know when requested services are outside the support agreement terms.
  • Provide suggestions on enhancements to the product or process.

Minimum Requirements
Qualified candidates will possess the following skills:

General Qualifications

  • University degree or technical college degree in computer sciences, software
  • engineering, software development or related field.
  • Experience delivering solutions and/or services to the electric/water/gas utility industry and/or smart grid experience is preferred.

Support Services Qualifications

  • Familiarity and experience in a Support Services environment.
  • Excellent client communication skills.
  • Ability to manage and shape customer expectations.
  • Ability to work on multiple initiatives simultaneously.
  • Strong analytical problem-solving skills. Must be able to analyze information to make independent decisions quickly and effectively.
  • Ability to work independently, be flexible, be self-motivated and a team player.

Technical Qualifications

  • Software experience in at least one of JAVA, SQL, PL/SQL, web (JSP, jQuery), web services is required.
  • Must be comfortable working in both Microsoft Windows and Red Hat Linux operating systems.
  • Utility industry experience, especially with respect to Smart Grid applications is preferred.
  • Knowledge of Apache Tomcat, Oracle DBMS configuration and troubleshooting is preferred. Soft Skills:
  • Ability and willingness to learn.
  • High level of initiative and energy on a fast-paced team environment.
  • Energetic self-starter with a positive outlook on the world. You find a true sense of accomplishment and pride in helping people. There are no issues, only challenges and opportunities to raise the customer service bar.
  • Passion for the Customer and for delivering high quality work.
  • Positive attitude.

Job Type: Full-time

Job Category: Technical Support Assistant

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