(Remote) Support Analyst at Harris Computer in Remote

Summary: Harris Computer is a leading provider of mission critical software to the public sector in North America, and they are seeking a Support Analyst for their DataVoice division. The Support Analyst will provide customer-focused technical support, troubleshoot issues, and ensure a positive customer experience while maintaining documentation and collaborating with internal teams. Responsibilities: - Respond to customer support requests in a timely, professional, and customer-focused manner - Assist with troubleshooting software, application, data, integration, and basic system-related issues - Document customer issues, troubleshooting steps, communications, and resolutions clearly in the ticketing system - Monitor assigned tickets and follow up as needed to support timely ticket progression and resolution - Escalate customer-sensitive issues to senior team members, leadership, or internal technical teams as appropriate - Communicate clearly with customers regarding issue status, next steps, expected follow-up, and resolution progress - Partner with internal teams to help investigate issues, gather technical details, and support effective problem resolution - Assist with maintenance, upgrade, testing, and other operational support activities as assigned - Help identify customer-impacting issues, recurring problems, documentation gaps, or process concerns and share feedback with the team - Follow established support processes, service expectations, and escalation procedures to help ensure consistent customer service - Maintain and update support documentation, knowledge base content, standard procedures, and internal notes as needed - Build knowledge of DataVoice products, customer workflows, system configurations, support tools, and common troubleshooting practices over time - Support operational readiness by helping ensure assigned work is documented, organized, and appropriately escalated when needed - Participate in on-call or after-hours support coverage Required Qualifications: - Associate's degree, technical certification, or equivalent professional experience in Information Technology, Computer Science, Business, customer support, or a related field - 1+ years of experience in customer service, help desk, technical support, software support, or a related role preferred - Strong communication and interpersonal skills with a customer-focused approach - Basic troubleshooting and problem-solving skills, with a willingness to learn technical concepts, customer workflows, and support processes - Ability to stay organized, manage assigned tickets, and balance multiple tasks in a fast-paced environment - Attention to detail and ability to document technical information clearly and accurately - Basic computer proficiency and comfort learning new software systems, ticketing tools, and internal support resources - Ability to work collaboratively with customers, support team members, and internal departments - Willingness to escalate issues appropriately and seek guidance when additional technical expertise is needed Preferred Qualifications: - Experience supporting enterprise software applications - Familiarity with the utility industry, IVR, GIS, or customer information system workflows - Basic understanding of databases, application logs, integrations, networking, Windows/Linux server environments, or web-based applications - Experience using a ticketing system to document and manage customer issues - Experience working with technical teams such as development, professional services, or implementation teams - Comfort reviewing logs, error messages, screenshots, configuration details, or customer-provided examples to assist with troubleshooting Required Skills: Technical support, Software troubleshooting, Application troubleshooting, Ticketing system usage, Basic computer proficiency, Enterprise software support, Databases, Application logs, Integrations, Networking, Windows server environments, Linux server environments, Web-based applications, Customer-focused communication, Clear written documentation Benefits: 3 weeks’ vacation and 5 personal days, Comprehensive Medical, Dental, and Vision paid 100% by Harris starting from your first day of employment, Employee stock ownership and RRSP/401k matching programs, Lifestyle rewards, Remote work and more!