Support Analyst

Dive into the dynamic world of Support Analysis with Harris, where support calls are exciting puzzles categorized into Application, Environment/Database, and IT/Communications issues. As a Support Analyst, focus on software application issues, deepening your expertise in the solutions used by CIS customers. This remote role welcomes candidates anywhere in Canada and the US. Provide timely and thorough resolution to customer issues. Monitor the support call queue and take ownership or re-assign new tickets. Interact with a range of internal departments (Environment Specialist, R&D, other analysts, etc.) for issue escalation. Assist in the problem solving of data, architecture, and interface issues. Respond quickly to customer calls and provide frequent updates so customers know their problems are being addressed. Develop a deep understanding of the functional and technical features of our applications and use this knowledge to address application-related issues and questions. Provide recommendations to customers and Product Management to prevent recurrence of the issue. Understand the support services agreement to know when requested services are outside the support agreement terms. Provide suggestions on enhancements to the product or process.