(Remote) Junior Support Analyst

2 weeks ago

Prince Edward Island, Canada Harris Computer Systems Full time

You will work closely with the Team Lead and Director of Support Services, supported by a fantastic team dedicated to providing top-notch customer service and development support. At Harris, we prioritize a people-first culture and a strong sense of community. If you are a team player with the ability to multi-task and see issues through to resolution, we would love to have you join us. Become part of our community and help us continue to deliver the exceptional support our customers deserve.

What your impact will be:

- Operate as front line and primary support liaison to our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
- Assess and troubleshooting system issues for Customer utility departments, implementing solutions using SQL and system knowledge
- Document customer inquiries, reported issues, and detailed case resolutions for future reference
- Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
- Ability to interpret requirements, and recommend solutions that best address clients' needs
- Collaborate with the development team to escalate and resolve complex issues
- Meet service level guidelines and key performance indicators to contribute to team and departmental goals.
- Participate in regular scheduled calls with Customers to understand their needs and concerns
- Contribute to the improvement of internal support processes and documentation

What we are looking for:

- Intermediate knowledge of Microsoft SQL Server
- Strong analytical, research, and problem-solving skills
- Exceptional attention to detail and quick grasp of concepts
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Ability to work in a fast pace and changing environment with a positive attitude, patience, understanding, and teamwork
- Ability to interpret requirements and recommend solutions addressing Customer needs
- Ability to prioritize work effectively

What would make you stand out:

- Prior experience in customer support or technical support roles
- Familiarity with utility billing systems and processes
- Bachelor’s degree or College Diploma in Computer Science, Information Technology
- Experience with remote access tools & techniques (Microsoft Teams, Remote Desktop, VPN)
- Experience with working with Jira
- Experience working remote
- High level knowledge of Accounting

What we can offer:

- 3 weeks' vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more

**Salary**: 45-55K

About us:
Cogsdale offers a best-of-breed customer information system that includes: financials, distribution, utility billing, customer management, work management, project management, and procurement. Cogsdale extends the suite to include functionality such as: interactive voice response, document management, payment kiosks, and online credit checks.

About Harris:

- Harris

is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment - both in the people and products that we offer and making investments in acquiring new businesses.

LI-DNI

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