Analyste De Support / Support Analyst - Remote Eligible

Support Analyst

As a Support Analyst, this professional is accountable for handling and escalating support calls or tickets and directly engaging with customers to address service issues and resolve computing problems.

They will require the background knowledge necessary to recognize code-related issues and escalate them to the development team.

They possess excellent written and verbal communication, an ability to self-manage and meet deadlines, and able to build and maintain effective relationships with customers. Some travel may be required.

Role and responsibilities:

• Handle support calls or tickets.
• Installing and updating product line applications, integrated 3rd party applications, and operating system and/or database applications.
• Exercise sound professional judgment in investigating technical problems.
• Collects detailed information to categorize requests to establish a method of resolution.
• Documentation of all customer communication through tickets.

Requirements:

• 5+ years of customer service experience in a technical environment or relevant experience
• Proven problem-solving abilities
• Proven verbal skills and exceptional written skills
• Experience in technical documentation
• Ability to multi-task effectively
• Work well autonomously
• Fluency in French and English is required, as the incumbent will be required to communicate frequently in both languages, both orally and in writing. We have colleagues, clients, and partners in Quebec, as well as in the rest of Canada and the United States.

What we offer:

• A stimulating position in a stable and growing Canadian world-class technology company.
• 100% remote work.
• A corporate culture focused on autonomy, innovation, and collaboration.
• A competitive commission plan
• Comprehensive benefits (100% employer-paid group insurance, RRSP with employer contribution, etc.)
• Flexible hours and the option to work remotely
• Concrete opportunities for professional development within the Saphir/Harris group, including training, seminars, and other opportunities.

Leverage your expertise to drive performance: join our team as a Support Analyst and help deliver reliable and effective solutions!

*Only successful candidates will be contacted*.

Harris is an Equal Opportunity Employer and members of the following targeted groups are encouraged to apply: women, persons with disabilities, aboriginal peoples and visible minorities. If you are a person with a disability, assistance with the screening and selection process is available on request.

The Harris Talent Acquisition team does not use text messages to contact candidates or solicit confidential information. We encourage all candidates to apply for advertised positions. They will be contacted either by a Harris manager or by a member of the Talent Acquisition team for an interview, once the required criteria have been met.