Support Analyst

Harris Computer • Ottawa, Ontario, Canada • 10h ago

Ensure customers receive prompt and thorough solutions to their technical issues, all while adhering to SLAs.
Manage support ticket queues and providing updates to customers to enhance the overall customer experience.
Document solutions and share knowledge to improve internal resources, supporting both current and future troubleshooting efforts.
Work closely with other team members as part of a cohesive group to exchange knowledge through training sessions and peer to peer interaction.
Provide suggestions for product and process enhancements, contributing to the long-term evolution of the solutions and the support team's capabilities.
Troubleshoot customer processes, software setup, data, and reports to support the performance and functionality of customer solutions.
Ensure smooth communication and system integrations by working with APIs and associated tools.
Other duties as assigned.

What We Are Looking For

Proven ability to collaborate with both internal teams and external clients, ensuring issues are resolved and escalations are prevented.
Experience in managing support tickets and tracking customer issues efficiently to ensure timely resolution.
A solid understanding of functional and technical features of enterprise solutions, including troubleshooting and resolving issues.
An analytical mindset with the ability to provide actionable suggestions for improving product features and internal processes.
Proficiency in configuring, troubleshooting, and integrating Microsoft Dynamics GP and/or Business Central is considered as asset.
Understanding of industry-specific processes and workflows, which is essential for aligning technical solutions with utility business requirements is considered as asset.
Experience with data fixes, SQL views, and reporting tools such as Crystal Reports and SSRS is considered as asset.
Ability to troubleshoot API issues using Postman, ensuring reliable system communication is considered as asset.

What we can offer:

Opportunity for challenging projects and professional growth
3 weeks' vacation and 5 personal days
Comprehensive Medical, Dental and Vision starting from your first day of employment
Employee stock ownership and RRSP matching programs
Lifestyle rewards

How to apply

eQuest

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