Technical Support Professional

Harris Computer

17h • $80,000 - $90,000 • Remote

About The Position

The Software Support Desk Engineer is responsible for providing technical assistance and support to end-users related to i2 software applications, resolving technical issues, and ensuring optimal performance of i2 software. This role involves direct interaction with customers, diagnosing and troubleshooting software problems, and collaborating with development teams to enhance software functionality. Key Responsibilities: Technical Support: Respond to customer inquiries via phone, email, and chat promptly and professionally. Diagnose and troubleshoot software issues reported by end-users. Provide step-by-step technical assistance to resolve application problems. Issue Resolution: Identify, document, and resolve software bugs and issues. Escalate complex issues to higher-level support or development teams when necessary. Follow up with customers to ensure issues are fully resolved. Customer Service: Maintain an elevated level of customer satisfaction through courteous and efficient handling of support requests. Provide regular updates to customers regarding the status of their support tickets. Conduct follow-up communications to ensure customer issues are satisfactorily resolved. Documentation: Document support requests, troubleshooting steps, and resolutions in the ticketing system. Create and update knowledge base articles and technical documentation for internal and external use. Maintain accurate records of customer interactions and support activities. Collaboration: Work closely with development, QA (Quality Assurance), and product teams to provide feedback on recurring issues and suggest improvements. Participate in team meetings and training sessions to stay updated on new features, tools, and best practices. Continuous Improvement: Identify trends in support requests and recommend solutions to improve software performance and user experience. Stay current with the latest industry trends, software updates, and support best practices. Other duties as assigned. Education: Bachelor's degree in Computer Science, Information Technology, or a related field (Essential ). Relevant certifications (e.g., ITIL, Microsoft Certified ) are a plus. Experience: Proven experience in a technical support or help desk role. (Desirable) Experience with software troubleshooting and diagnostic tools. Desirable) Familiarity with ticketing systems and customer support software (e.g., Salesforce, JIRA). Desirable) Familiarity with i2 Software (Desirable) Technical Skills: Proficiency in operating systems (Windows, macOS, Linux). (Desirable) Knowledge of relational database systems (MS SQL, MS Access, DB2, Postgres or Oracle) (Desirable) Understanding of networking fundamentals and protocols. (Desirable) Soft Skills: Excellent communication and interpersonal skills. Strong problem-solving and analytical abilities. Ability to work independently and as part of a team. Patience and a positive attitude when dealing with challenging customer situations. Work Environment: Remote work environment. Requires occasional on-call weekend support Salary Range The hiring range for this role is $80,000 to $90,000 USD per year. Final compensation will be based on experience, skills, market conditions, and internal equity. Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at [email protected] This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field (Essential )
• Proven experience in a technical support or help desk role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Patience and a positive attitude when dealing with challenging customer situations.

Nice To Haves

• Relevant certifications (e.g., ITIL, Microsoft Certified ) are a plus.
• Experience with software troubleshooting and diagnostic tools.
• Familiarity with ticketing systems and customer support software (e.g., Salesforce, JIRA).
• Familiarity with i2 Software
• Proficiency in operating systems (Windows, macOS, Linux).
• Knowledge of relational database systems (MS SQL, MS Access, DB2, Postgres or Oracle)
• Understanding of networking fundamentals and protocols.

Responsibilities

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Diagnose and troubleshoot software issues reported by end-users.
• Provide step-by-step technical assistance to resolve application problems.
• Identify, document, and resolve software bugs and issues.
• Escalate complex issues to higher-level support or development teams when necessary.
• Follow up with customers to ensure issues are fully resolved.
• Maintain an elevated level of customer satisfaction through courteous and efficient handling of support requests.
• Provide regular updates to customers regarding the status of their support tickets.
• Conduct follow-up communications to ensure customer issues are satisfactorily resolved.
• Document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Create and update knowledge base articles and technical documentation for internal and external use.
• Maintain accurate records of customer interactions and support activities.
• Work closely with development, QA (Quality Assurance), and product teams to provide feedback on recurring issues and suggest improvements.
• Participate in team meetings and training sessions to stay updated on new features, tools, and best practices.
• Identify trends in support requests and recommend solutions to improve software performance and user experience.
• Stay current with the latest industry trends, software updates, and support best practices.
• Other duties as assigned.

Benefits

• We offer a comprehensive benefit package as well as other additional “Perks”!
• We empower our employees to make a difference
• We have an award winning culture
• We offer opportunity to learn
• We are financially strong and we are owned by the largest software company in Canada (CSI)
• We have fun!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level