Team Lead - Burnaby, Canada - Harris Computer Systems

Harris Computer Systems

Verified Company

Burnaby, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Calling all dynamic professionals Cayenta Schools is on the lookout for a talented and passionate individual to join our K-12 Schools support team as a full-time Team Lead.

Are you ready to embark on a thrilling journey where you'll take charge of delivering exceptional support and ensuring unparalleled customer satisfaction?

As the Support Team Lead, you'll dive deep into our software, becoming a master of its functions. You'll tackle customer issues head-on, providing swift resolutions and following up diligently. Building and nurturing robust relationships will be at the core of your role. Reporting directly to the Director of Operations Cayenta Schools, you'll collaborate closely with clients, operations, and developers. This captivating opportunity awaits you at our bustling Burnaby, BC Office. So, step up, make an impact, and let's shape the future of K-12 education together

Office - Burnaby BC or Remote

8:00 - 4:30 with some early (6:00 am PST) shifts

What your impact will be:

Monitor the current queue to ensure calls are assigned, prioritized and brought to resolution in a timely manner.
Coach and provide Tier 3 support to the Help Desk team including overseeing all queries transitioned to R&D (ie support & development Jiras) as well as training new team hires.
Provide direct support to clients when staff coverage and queue levels deem it necessary, while at all times adhering to preestablished protocols and best practices.
Maintain currency with the SDS Product Suite and upgrades; stay knowledgeable in ongoing hardware and operating system trends.
Maintains knowledge base of resolutions to recurrent and complex calls.
Complete monthly analysis for all support calls in the Cayenta Schools queue.
Assist with Quality Assurance testing as required while balancing call resolutions and response times.
Some travel is required (ie Clients visits, ASBOs, Summits and User Conferences) 3 to 4 times per year.

What we are looking for:

Advanced computer literacy and accounting/payroll skills.
Demonstrated track record of working effectively within a collaborative and cohesive, teambased environment.
5+ yrs customer service and organizational skills.
Exceptional analytical and problem solving skills.
Ability to effectively and to consistently meet assigned deadlines of up to 5 concurrent tasks.
Start time is 8:00 am pacific and when required 6:00 am to cover absences.

What would make you stand out:

Fund Accounting, Payroll and Human Resources Applications experience.
Hands on accounting and payroll experience, especially for nonprofit or K12 school districts.
Experience with business reporting tools such as Microsoft Excel Pivot Tables, SSRS & Power BI.

What we can offer:

3 weeks' vacation and 5 personal days
Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
Employee stock ownership and RRSP/401k matching programs
Lifestyle rewards
Remote work and more

About us:

Founded in 1983 and welcomed to the Harris family in 2004, our Cayenta business unit is the North American leader in technology for medium to large utility clients.

We provide innovative end-to-end CIS and ERP solutions that were engineered from the ground up to be agile and seamless, ensuring that our clients have a platform for operational success.

About Harris:

Harris

is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc.

("CSI", symbol CSU on the TSX), Harris has become the cornerstone for CSI's investment in utility, local government, school districts, public safety, and healthcare software verticals.

Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success.

Harris will continue to growth through reinvestment - both in the people and products that we offer and making investments in acquiring new businesses.