Data Analyst I

Job description

Ameresco, Inc. (NYSE: AMRC) is a leading energy infrastructure company delivering integrated solutions that provide reliable power and modernize infrastructure. Since 2000, we have served as a trusted partner to public and private sector customers across North America, the UK and Europe, delivering over $15 billion in solutions and contracting more than 5 GW of energy resources.

At Ameresco, we integrate energy resources and modernize the built environment through innovative infrastructure solutions that improve reliability, optimize performance, strengthen resilience, and support long-term sustainability. Join us in building the infrastructure that powers the future. Explore opportunities to make a meaningful impact while growing your career with a company at the forefront of energy innovation.

Ameresco has an immediate opening for a Data Analyst I who will serves as the first point of contact for customers seeking technical assistance or support. This role is responsible for responding to inquiries, troubleshooting basic technical issues, documenting incidents, and ensuring timely resolution or escalation of support requests. The analyst delivers excellent customer service while meeting service levels (SLAs) and contributing to a positive customer experience.

The key candidate will be self-motivated, customer focused, and results driven. The analyst will be responsible primarily for level 1 support, client check-in’s, user documentation and assisting with software implementations. Although the position is primarily focused on the assigned modules, there will be overlap with other modules and the opportunity to learn and explore additional modules in AssetPlanner.

Responsibilities:

- Serve as the primary point of contact for customer support requests via phone, email, chat, and ticketing systems;

- Support clients with troubleshooting, best practices, data entry, data imports, and data review;

- Log, categorize, prioritize, and track incidents and service requests in the ticket management system;

- Create and update support documentation (knowledge base documentation) for clients;

- Escalate technical issues or customer concerns;

- Complete client check-in’s as scheduled;

- Provide customer training and support during the implementation process;

- Assist internal technical support team on an as needed basis;

- Hosting meetings and taking notes/minutes to capture (and Action) assigned activities;

- Perform activities and execute responsibilities in an accurate and timely manner;

- Communicating internally and externally in a timely manner that builds relationships and promote long term organizational success; and

- Other duties as required.

Minimum Qualifications:

- Bachelor’s degree or diploma and minimum of 1 years of SaaS experience / customer support experience.

- Will consider minimum of 5 years of SaaS software technology experience in lieu of education.

Additional Qualifications:

- Familiarity with Microsoft 365 applications (especially excel and PowerPoint) and cloud-based services.

- Experience with AssetPlanner.

- Experience hosting web-based meetings or conferences.

- Skills: Project Management, Organization, Detail Oriented, Strong Work Ethic.

- Ability to quickly master new software tools.

- Able to understand customer needs, and ask questions to clarify/narrow down the concern.

- Ability to be flexible and respond to changing priorities.

- Professional with excellent verbal and written communication and interpersonal skills.

- Excellent relationship building and client success skills.

- Enjoys a fast-paced, dynamic, challenging and team-oriented work environment.

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Ameresco Canada Inc. is committed to providing accommodations for applicants with disabilities. If you require an accommodation, we will work with you to meet your needs.