Senior Support Analyst

Harris Computer
Full time
Customer Support
Canada
Hiring from: Canada
What Your Impact Will Be

  • Provide first-line support to clients, addressing inquiries and resolving technical issues via phone, email, or live chat.
  • Troubleshoot and diagnose software and hardware issues, working closely with clients to gather necessary information and ensure timely resolution.
  • Conduct product related training sessions typically via webinar.
  • Document and track support cases using appropriate tools, maintain accurate records of customer interactions, issues, and resolutions.
  • Advocate for the client to ensure timely and accurate issue resolution.
  • Escalate more complex support requests to the appropriate team member(s) or department(s), ensuring proper follow-up and communication throughout the resolution process.
  • Collaborate with team members to share knowledge, improve processes, and stay up-to-date on industry trends, emerging technologies, and best practices in customer support.
  • Other job-related duties and responsibilities as may be assigned from time to time.
  • Contribute to the development and maintenance of support resources, such as FAQs, user guides, and knowledge base articles.
  • Participate in ongoing training and development programs to continuously enhance technical skills and customer service abilities.
  • Provide feedback and suggestions for process improvements, product enhancements, and customer support tools to help drive continuous improvement in the support services department.
  • Occasional travel (0-25%) for on-site support required, at times on short notice.

What We Are Looking For

  • Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • A minimum of 2 years of experience in a technical support role.
  • Strong technical acumen, with the ability to troubleshoot and resolve a wide range of software issues.
  • Excellent problem-solving skills: Identification, solution, and execution.
  • Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers.
  • Ability to review, prioritize, and respond to multiple client issues in a fast-paced organization.
  • Self-motivated.
  • Proactive: Anticipates issues and actively initiates change.
  • Teachable: Open and able to learn new processes and products.
  • Exceptional communication and interpersonal skills, with the ability to interact effectively with clients and team members at all levels.
  • Proficiency with customer support software and tools, such as CRM systems, ticketing systems, and remote support tools.
  • Ability to work independently and as part of a team, managing multiple priorities and meeting deadlines in a fast-paced environment.
  • Familiarity with industry trends, emerging technologies, and best practices in customer support.

What Will Make You Stand Out

  • Committed to excellence.
  • Above average Linux knowledge.
  • Above average Artificial Intelligence knowledge.
  • Strong MS Office knowledge and experience.
  • Understanding & knowledge of payment industry (payment processors, CIS’, etc.)

What We Offer

  • A competitive compensation package
  • Ability to work remotely
  • Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)
  • Paid Vacation

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