Support Analyst - Ontario, Canada - Harris Computer Systems

Harris Computer Systems

Verified Company

Ontario, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Operate as a frontline, primary support liaison between Cayenta 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, setup and software code and identify the correct resolution or escalate according to departmental guidelines
Report detailed information within the client 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 enquiries 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
Sound understanding of API and web services technologies and functions
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 multitask and prioritize work effectively
Strong ability to multitask and prioritize work effectively
Exceptional attention to detail and the ability to grasp concepts quickly
Other duties as assigned by management.