N. Harris Computer Corporation - CAD

As a Support Analyst for Advanced Utility Systems, you will work closely with the Manager and Vice President of Customer Support. You will be supported by a great team, in providing exceptional customer service and development support.

What you will be doing:

  • Subject matter expertise in all support matters regarding the core functionality of our flagship product CISInfinity
  • Support, troubleshooting and maintenance of all functions and processes of our customers and regularly scheduled tasks within our product
  • Primary support liaison services between company and customer.
  • Must be able to legally travel to the USA
  • Effectively respond to and resolve inquiries of both a product and technical nature received by telephone 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:

  • High level of expertise writing and running SQL queries to manipulate large databases
  • 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
  • Excellent analytical, research and problem-solving skills
  • Exceptional verbal and written communication skills
  • Exceptional attention to detail and the ability to grasp concepts quickly
  • 5+ years proven experience working within a software support environment
  • College Diploma in Computer Science or equivalent industry experience is preferred

What will make you stand out:

  • Experience with multiple remote access tools & techniques such as webex, remote desktop, VPN
  • Experience with Crystal Reports and general database reporting concepts
  • Experience with Oracle Database Support
  • Oral or written communication in French
  • Customer Service Training or Certification
  • Experience in IT Support of the Public Utility Industry

About us: Advanced Utility Systems is the leader and most progressive utilities software company in North America. As one of the largest providers of water, electric 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.Advanced Utility Systems is the third largest division within Harris Computer Systems, a Constellation Software Inc. operating group. Constellation Software Inc. is the premier international provider of vertical market software, 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. has a mission to acquire, manage and build an exceptional and diverse portfolio of companies, selling software products to help customers achieve their goals.

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