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Harris Computer
Harris Computer
Sponsor pentru viza H1BAsistență medicalăConsultanțăLogistică
Harris Computer dezvoltă și operează software esențial pentru organizații din sectorul public, domeniul sănătății, utilități și alte industrii specializate. Portofoliul său sprijină peste 100.000 de clienți din America de Nord, Europa, Asia și Australia, iar echipele sale se concentrează pe achiziționarea unor companii de software promițătoare, consolidarea operațiunilor acestora și susținerea unei creșteri durabile. Pentru candidații care explorează oportunități în domeniul software-ului pentru companii, Harris Computer oferă un mediu divers, modelat de produse și servicii dedicate unor industrii specifice, concepute pentru a ajuta clienții să își atingă obiectivele operaționale.
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Locurile de muncă ale companiei

Remote Support Analyst - Canada

Resolve complex application, data, integration, and SQL issues for Cayenta utility and government software customers. Use customer support expertise, root-cause analysis, and AI-enabled tools to deliver accurate solutions.

CACanadaUSStatele Unite ale Americii
60.000 $ – 75.000 $ / an
RemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăInginer de suport
SQL

Descriere

  • Resolve customer issues accurately and thoroughly within expected timeframes
  • Manage the support queue, taking ownership of issues through resolution or assigning them appropriately
  • Diagnose application, data, integration, architecture, and interface problems
  • Work with Environment Specialists, Product Management, R&D, Professional Services, and other analysts on complex cases
  • Communicate promptly with customers and provide clear, proactive ticket updates
  • Build strong knowledge of Cayenta applications to troubleshoot problems and answer functional questions
  • Use AI-enabled tools to research issues, analyze data, detect patterns, draft communications, and improve troubleshooting while verifying outputs
  • Evaluate AI-generated recommendations critically and remain responsible for information accuracy
  • Determine root causes and propose improvements to customers, Product Management, and internal teams
  • Record solutions, troubleshooting methods, and best practices to strengthen the team knowledge base
  • Apply Support Services agreements and identify requests that fall outside standard support
  • Find ways to improve products, processes, and the customer experience

Cerințe

  • Professional experience in the utility industry is required
  • Hold a current, valid passport
  • Be legally authorized to travel internationally, including having visa-free eligibility or the visas required to enter Canada, the United States, and the Caribbean
  • Experience in customer support or technical support
  • Excellent communication skills and the ability to build trust while managing customer expectations
  • Strong analytical and problem-solving abilities
  • Ability to prioritize and manage several initiatives at the same time
  • Self-directed, adaptable, and effective working independently or with a team
  • Willingness to learn and adopt emerging technologies, including AI-enabled tools
  • Experience writing and troubleshooting SQL queries
  • Experience supporting Customer Information Systems or other enterprise software applications
  • Familiarity with relational databases and data analysis
  • Understanding of software support practices, including application configuration, integrations, and data troubleshooting
  • Experience interpreting application logs, troubleshooting interfaces, or analyzing system behavior is an asset
  • Experience with AI tools such as ChatGPT, Claude, Microsoft Copilot, or comparable platforms is an asset
  • A university degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related discipline is an asset

Beneficii

  • Three weeks of vacation plus five personal days
  • Comprehensive medical, dental, and vision coverage from the first day of employment
  • Employee stock ownership
  • RRSP or 401(k) matching programs
  • Lifestyle rewards
  • Remote work

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