Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.

Itron's Resiliency Solutions business helps make communities more adaptive and sustainable. We do this by pairing external data with artificial intelligence to identify areas of high risk and prevent catastrophic loss for utilities and critical infrastructure owners across the country. We are a team of close-knit engineers, subject matter experts, and business leaders who obsess over problem-solving, new technologies, and making a positive impact in our communities.

Job Summary
As a 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 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.
We’re seeking an exceptional and energetic Support Analyst who thrives amidst the challenges of a high growth environment.

What You’ll Do
● Customer Support: Work with our enterprise customers to resolve technical and complex inquiries with 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.

Who You Are
● 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
● Basic knowledge of SQL is a plus for analyzing data and troubleshooting issues
● Familiarity with Python is beneficial for understanding automation and debugging workflows
● Experience using support tools such as; Zendesk, Jira, Salesforce
● Excellent communication skills - verbal and written
● Have superior organizational skills and the ability to prioritize and deliver on multiple priorities
● Familiarity with our industry is a plus

Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!

The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience.

Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email Accessibility@itron.com.

Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: www.itron.com