Harris Computer
Harris Computer
Harris Computer мемлекеттік сектордағы, денсаулық сақтау, коммуналдық қызметтер және басқа да мамандандырылған салалардағы ұйымдарға арналған аса маңызды бағдарламалық жасақтаманы әзірлейді және басқарады. Оның портфолиосы Солтүстік Америка, Еуропа, Азия және Австралия бойынша 100 000-нан астам клиентке қызмет көрсетеді. Компания командалары болашағы зор бағдарламалық жасақтама бизнесін сатып алуға, олардың операциялық қызметін нығайтуға және тұрақты өсуді қолдауға бағытталған. Корпоративтік бағдарламалық жасақтама саласындағы мүмкіндіктерді қарастыратын үміткерлер үшін Harris Computer клиенттерге операциялық мақсаттарына жетуге көмектесуге арналған салаға тән өнімдер мен қызметтер қалыптастырған кең ауқымды орта ұсынады.

Harris Computer Remote Support Analyst – Cayenta, Canada

Troubleshoot Cayenta enterprise software, customer information systems, data, integrations, and SQL issues for utility and local-government customers. Investigate problems remotely, communicate progress, and document effective resolutions.

Сипаттама

  • Resolve customer issues accurately, thoroughly, and within expected timeframes
  • Own support tickets from intake through resolution, escalating or reassigning them when appropriate
  • Diagnose application, data, integration, architecture, and interface problems
  • Work with Environment Specialists, Product Management, R&D, Professional Services, and other analysts
  • Communicate promptly with customers and provide status updates throughout each ticket’s lifecycle
  • Build extensive Cayenta product knowledge to resolve technical issues and address functional questions
  • Use AI-assisted tools to research problems, analyze data, detect patterns, draft communications, and streamline troubleshooting
  • Review AI-generated outputs carefully and remain responsible for customer-facing information
  • Determine root causes and propose improvements to customers, Product Management, and internal teams
  • Record solutions, diagnostic methods, and support best practices
  • Apply Support Services agreements to recognize requests beyond standard support coverage
  • Spot ways to enhance the products, support processes, and overall customer experience

Талаптар

  • Professional experience in the utility sector is required
  • Hold a valid, current passport and be legally authorized to travel internationally
  • Have either visa-exempt passport eligibility or the visas required to enter Canada, the United States, and Caribbean countries
  • Background in customer support or technical support
  • Strong communication skills and the ability to establish trust and set customer expectations
  • Advanced analytical thinking and structured problem-solving ability
  • Able to organize competing priorities and manage several initiatives at once
  • Self-directed, flexible, and effective working independently or with a team
  • Willingness to learn and use emerging technologies, including AI-assisted tools
  • Experience writing and diagnosing SQL queries
  • Experience supporting Customer Information Systems or comparable enterprise applications
  • Working knowledge of relational databases and data analysis
  • Experience interpreting application logs, diagnosing interfaces, or assessing system behavior is an asset
  • Understanding of software support practices, including configuration, integrations, and data troubleshooting
  • Experience with AI platforms such as ChatGPT, Claude, Microsoft Copilot, or similar tools is an asset
  • A university degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related discipline is a plus

Артықшылықтар

  • Three weeks of vacation plus five personal days
  • Medical, dental, and vision coverage begins on the first day of employment
  • Employee stock ownership and RRSP/401(k) matching programs
  • Lifestyle rewards
  • Remote work arrangement and additional benefits

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