Technical Support Analyst

100% Remote - Hiring in Canada

About Us

Urbint uses AI and the latest industry science to identify threats to workers and infrastructure to stop safety incidents before they happen. Urbint surfaces risk at the point of work, enabling energy and infrastructure companies to prevent worker injuries and asset damages. Many of the largest energy and infrastructure companies in North America trust Urbint to protect workers, assets, communities, and the environment. 

Urbint for Damage Prevention identifies high-risk excavations and powers interventions to stop incidents that damage assets, threaten reliability, and endanger the safety of workers and your community.

Job Summary

As a Technical Support Analyst, you will work with our enterprise customer base to help achieve their safety and damage prevention goals by solving complex inquiries raised by our customers with Urbint’s AI powered software products and services.

The Support Analyst is someone that is passionate about customer success, technically skilled, analytical and has strong problem solving skills. This role provides the opportunity to work cross functionally with our Implementation, Customer Success, ML, Engineering and Product teams and vertical and lateral career growth potential.

Reporting to the Director of Professional Services, we’re seeking an exceptional and energetic Support Analyst who thrives amidst the challenges of a high growth environment. 

Responsibilities

• Customer Support: Work with our enterprise customers to resolve technical and complex inquiries with Urbint’s AI powered software products. Provide timely and accurate technical support to clients experiencing issues with our SaaS products via email, chat, phone, and ticketing systems.
• Issue Resolution: Troubleshoot and resolve technical problems, escalating complex issues to the appropriate teams if necessary, and ensuring the client is informed of the progress.
• Product Knowledge: Develop a deep understanding of our SaaS products, their features, and functionalities to effectively assist clients and address their inquiries.
• Documentation: Maintain detailed records of customer interactions, issues, and resolutions, ensuring all information is properly documented for future reference. Create & maintain customer facing knowledge base articles
• Availability: Work on a 24/7 rotating shift schedule to ensure around-the-clock support coverage, including weekends and holidays.
• Quality Assurance: Continuously strive to improve the quality of support provided by identifying recurring issues, suggesting improvements, and sharing feedback with the product development team. Ensure support service level agreements (SLAs) are achieved
• Training: Stay up-to-date with the latest product updates and industry trends through ongoing training and self-study to better assist customers.

Skills and Experience

• 2+ years of experience in application support, business systems analysis, or software development, with a focus on complex, enterprise-level applications.
• Passionate about helping customers 
• Experience supporting B2B enterprise SaaS customers
• Previously served in a customer support or similar role
• Strong analytical and problem solving skills
• Strong technical aptitude and a passion for technology - ability to understand and explain complex technical products or issues
• Excellent communication skills - verbal and written
• Have superior organizational skills and the ability to prioritize and deliver on multiple priorities
• Familiarity with SaaS and Utility sector is a plus

Compensation

• The target base salary for this role is C$60,000 to C$70,000

Benefits

• Generous supplemental medical insurance coverage for yourself and your family
• Life and accidental insurance for up to $500,000 
• Flexible PTO policy
• Competitive compensation and benefits packages
• We are 100% Distributed - work from almost anywhere. This role requires frequent business travel to the US. Ideal candidate would be located in Ontario
• Monthly work from home stipend and one time stipend for home office set up

Urbint's Core Values

• Passionate about customers: We strive to deliver sustainable value and exceed expectations, and we’re not satisfied until our customers are raving fans.
• Be decisive: We make timely, informed, and pragmatic decisions to keep the organization moving forward.
• Build trust: Our values are the building blocks to trust. As we live them, we grow and build lasting relationships.
• Focus on impact: We measure and strive to continuously improve our real-world impact.
• Be tenacious: We are agile in our approach to addressing challenges but firm in our beliefs.
• Win together: We efficiently leverage our diverse skills and perspectives for one another, united by our shared vision.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. 

This job posting is for future opportunities in Canada.