(Remote) Support Analyst

Harris

5d • Remote

About The Position

The DataVoice Support Specialist provides timely, professional, and customer-focused technical support for DataVoice customers. This role assists customers with software, application, and operational support issues while building knowledge of DataVoice products, customer environments, support processes, and internal tools. The DataVoice Support Specialist is responsible for documenting support activity, troubleshooting assigned issues, communicating clearly with customers and internal teams, and escalating more complex or higher-impact issues as needed. This role plays an important part in helping maintain stable customer environments, supporting service continuity, and delivering a positive customer experience. This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 5%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean. Preference will be given to candidates who can work in CST, but are open to PST/EST timezone.

Requirements

• Associate’s degree, technical certification, or equivalent professional experience in Information Technology, Computer Science, Business, customer support, or a related field.
• 1+ years of experience in customer service, help desk, technical support, software support, or a related role preferred.
• Strong communication and interpersonal skills with a customer-focused approach.
• Basic troubleshooting and problem-solving skills, with a willingness to learn technical concepts, customer workflows, and support processes.
• Ability to stay organized, manage assigned tickets, and balance multiple tasks in a fast-paced environment.
• Attention to detail and ability to document technical information clearly and accurately.
• Basic computer proficiency and comfort learning new software systems, ticketing tools, and internal support resources.
• Ability to work collaboratively with customers, support team members, and internal departments.
• Willingness to escalate issues appropriately and seek guidance when additional technical expertise is needed.
• Must hold a current, valid passport and be legally eligible to travel internationally.
• Must possess either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

Nice To Haves

• Experience supporting enterprise software applications.
• Familiarity with the utility industry, IVR, GIS, or customer information system workflows.
• Basic understanding of databases, application logs, integrations, networking, Windows/Linux server environments, or web-based applications.
• Experience using a ticketing system to document and manage customer issues.
• Experience working with technical teams such as development, professional services, or implementation teams.
• Comfort reviewing logs, error messages, screenshots, configuration details, or customer-provided examples to assist with troubleshooting.

Responsibilities

• Respond to customer support requests in a timely, professional, and customer-focused manner.
• Assist with troubleshooting software, application, data, integration, and basic system-related issues.
• Document customer issues, troubleshooting steps, communications, and resolutions clearly in the ticketing system.
• Monitor assigned tickets and follow up as needed to support timely ticket progression and resolution.
• Escalate customer-sensitive issues to senior team members, leadership, or internal technical teams as appropriate.
• Communicate clearly with customers regarding issue status, next steps, expected follow-up, and resolution progress.
• Partner with internal teams to help investigate issues, gather technical details, and support effective problem resolution.
• Assist with maintenance, upgrade, testing, and other operational support activities as assigned.
• Help identify customer-impacting issues, recurring problems, documentation gaps, or process concerns and share feedback with the team.
• Follow established support processes, service expectations, and escalation procedures to help ensure consistent customer service.
• Maintain and update support documentation, knowledge base content, standard procedures, and internal notes as needed.
• Build knowledge of DataVoice products, customer workflows, system configurations, support tools, and common troubleshooting practices over time.
• Support operational readiness by helping ensure assigned work is documented, organized, and appropriately escalated when needed.
• Participate in on-call or after-hours support coverage

Benefits

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision paid 100% by Harris starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree