Support Analyst

Support Analyst Harris Local Government - Remote Harris Local Government is seeking a Support Analyst to join our team! You will provide support for our Local Government Financial/Utility software. This involves answering complex questions on the function and usage of our products. You will also serve as primary support liaison between company and customer. You will work closely with the Client Services Team Lead and be supported by a great team, in providing exceptional customer service and development support. What your impact will be: Operate as a front line, primary support liaison between Harris Local Government and our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines Report detailed information within the ticket tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives Regularly review the database of submitted items and proactively follow up with clients to ensure that their inquiries and/or issues have been satisfactorily resolved Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction Maximize and maintain current knowledge and awareness of applications and related technologies What we are looking for: Ability to present Support webinars, both internally to staff as well as to customers via the Web Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution Ability to interpret requirements, and recommend solutions that best address clients' needs Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively Strong ability to multi-task and prioritize work effectively Exceptional attention to detail and the ability to grasp concepts quickly What we offer: An attractive compensation package A casual work environment Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D) Paid Vacation About us: For over 40 years Harris Local Government has empowered public sector leaders by providing specialized, mission-critical software designed specifically to meet their fund accounting, human resources, regulatory, and billing needs. Our portfolio of innovative solutions combined with our staff’s extensive experience allows us to help our clients revolutionize their internal processes so they can serve their communities better. We proudly serve over 5,500 small and mid-sized municipalities, counties, utility districts, and park districts throughout the United States reducing financial risk and driving efficiencies. Harris Local Government is a division of Harris Computer Corporation and its parent company, Constellation Software, which serves over 125,000 customers in over 100 countries relying on its innovative public and private sector software solutions. 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. eigner sur le statut des candidatures.