Technical Support Analyst, Gentrack
Cleantech solutions for utilities
Be an early applicant
Cleantech solutions for utilities
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To bring utilities into a sustainable era, relentlessly driving their customers' success by developing better cleantech solutions.
Role
Who you are
- 1+ years Commercial Application Support Experience
- Working Knowledge of Agile
- Good working knowledge of relevant technologies and concepts including, SQL, AWS, Java or .Net experience, automation and scripting languages, deploying and upgrading software, system configuration, CRM, Utilities industry
- Can do attitude
- A passion for excellence and a commitment to be the best
- Sound judgement and determination to achieve results with a sense of urgency
- High attention to detail
- Strong workload management
- Strong verbal and written communication skills
- Experience of using Jira would be beneficial
- A relevant tertiary qualification or equivalent industry experience or vocational training
- Troubleshooting and root cause analysis
- Automation of processes
- Deploying / installing / upgrading enterprise software
- Use of scripting languages
- Debugging
What the job involves
- As a technical support analyst, you will diagnose problems and defects across many capabilities, offered by Gentrack, as well as performing routine systems maintenance tasks
- You will be solving difficult technical challenges and interacting with customers in the Energy industry
- Diagnosing, re-creating and testing issues raised by our customers through our service desk
- Performing regular systems maintenance tasks across different deployment models including restarts, patching, monitoring, health checks
- Ensuring all client queries are progressed in a timely manner, within SLAs
- Troubleshooting and identifying causes of customer problems using a variety of internal and third-party, application-specific tools
- An enquiring mind and ability to learn new technologies and tools as required to fulfil role
- A flexible approach to participating in out of hours support on a rotation basis
- Drive continual improvement through regular provision of feedback from clients and own findings
- Provide technical expertise, support, and leadership to team members
- Actively participate in Agile practices such as stand-ups, retrospectives and backlog grooming
- As a front line support person, ensure that every customer interaction is handled with professionalism and reflects Gentrack’s values
- To abide by the Compliance Policies and Procedures of the Company
- Take reasonable care of your own and other people’s Health & Safety in the workplace
- Report all incidents and hazards in your work or in your work environment that may be putting your or anyone else’s Health & Safety at risk promptly
- In addition to this you are required to carry out any other duties as reasonably requested by your direct line leader
Salary benchmarks
Our take
Gentrack provides customer relationship management and billing software solutions to the utilities industry. In particular, it focuses on providing modern, 'cleantech' solutions - an approach which allows Gentrack's clients to benefit from both increased efficiency and greater sustainability. As world industries set ambitious net zero carbon targets in response to a mounting climate crisis, Gentrack has found its services consistently in demand since its founding in 1980.
With direct competition from the likes of Ecrion and Apptivo, Gentrack must constantly strive to keep ahead of its rivals. However, its solutions have already been backed by some key clients in the market, with a particularly strong base among energy suppliers in New Zealand and Australia. As energy prices rapidly increase due to political instability in Europe, Gentrack has also expanded its presence strongly in the United Kingdom, forming partnerships with the likes of Marble Power, ENGIE, E.On and npower.
Steph
Company Specialist at Welcome to the Jungle
Insights
26% employee growth in 12 months
Company
Funding (1 round)
Mar 2019
$0.2m
SEED
Total funding: $0.2m
Company HQ
London, UK
Additional info
- Further offices in USA, Singapore, Australia and New Zealand.
Leadership
Gary Miles
(CEO)Co-founded jNetX in 2001, where they served as CEO for 8 years. Joined Amdocs in 2009, first as Division President & CTO and then as CMO & President of Business Services. Joined Gentrack in 2020 as CEO.
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