Remote - Canada | Full-time | ResourceMate Library Software Solutions We are seeking a highly motivated and customer-focused Support Analyst to join our team. In this remote role, you’ll be the first line of support for our valued clients, helping them get the most from our software solutions. This position offers the opportunity to work with a supportive team while growing your technical and customer service skills. What You’ll Be Doing As a Support Analyst, your day-to-day responsibilities will include: Acting as the primary support liaison, handling inquiries via phone, live chat, and electronic ticketing systems. Troubleshooting and resolving software issues, reviewing configuration and code where necessary. Logging all support activity in our tracking system with clear, accurate, and thorough documentation. Following up proactively with clients to ensure successful resolution and a great support experience. Collaborating with teammates to share knowledge and improve support quality through peer learning and team sessions. Creating and maintaining self-service resources like help articles and training materials. Contributing ideas to enhance internal support processes, tools, and customer experience. Occasionally delivering training sessions on software functionality (if applicable). Taking on other support-related duties as needed. What You Bring We’re looking for someone who is tech-savvy, customer-oriented, and always looking to learn. Key qualifications include: Experience with Microsoft SQL Server, including installation and troubleshooting. Familiarity with hosted environments, VMs, and VPN connectivity. Post-secondary education in a technical or related field (BA/BSc, diploma, or equivalent experience). Strong communication and interpersonal skills—able to convey technical info clearly to non-technical users. Excellent analytical and problem-solving ability; calm under pressure and resourceful. Demonstrated ability to prioritize tasks and manage multiple issues effectively. Eagerness to learn new technologies and take initiative in solving problems. BONUS: Experience delivering customer training, or background working in or with libraries. Compensation $40,000 - $50,000 CAD Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
