Settlement Analyst

Job content

The Support Analyst provides application support to customers involving answering complex questions, contributing to a knowledge base, and serving as a support liaison between the company and the customer. support. What your impact will be: Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems. Manages bug fixes and software enhancements. Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns. Recognizes issue with code, but escalates to development. Provides technical leadership and training for lower level support specialists. Receives requests for computer technical assistance and problem resolution from company employees. Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides. Exercises sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem. Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring. Other duties as assigned What we are looking for: Strong technical aptitude, especially working with complex datasets in applications such as MS Excel and MS Access SQL experience Experience working with data or quantitative analysis Capacity to learn quickly and adapt to dynamic situations. Strong interpersonal and professional communication skills Excellent customer service skills What would make you stand out: University degree or diploma in relevant subject Experience in the de-regulated retail energy or utilities sector Experience in the Ontario power and gas markets About us: Cognera offers proven, cost-effective billing and customer care solutions to enable your organization to meet increasing customer demands and industry requirements. Our billing, business intelligence and information solutions help Competitive Energy Retailers and Utilities manage complex data. Cognera will help you improve customer relationships and make you Smart Grid ready quickly, without the large upfront financial investment and associated risk. Cognera’s deep rooted experience in the energy and utilities industries makes us the natural choice when upgrading legacy systems to meet evolving business, regulatory and technology requirements.