Support Analyst

Job Description Summary The Aumentum Technologies support team is seeking a Support Analyst to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s). They will also be responsible for contributing to a knowledge base, supporting user forums and customer training efforts. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between the company and the customer. In this role, you will work closely with the Manager, Support Services, and be supported by a great team, in providing exceptional customer service and development support. Job Description As a Support Analyst, you will provide application support and expertise to both our customers and internal resources. This will involve answering complex questions, contributing to our knowledge base, and serving as a support liaison between the company and our customers. Working closely with other Support team members and counterparts on the Research and Development team, you will investigate, manage, track, and close client support issues, specifically related to the database and function of the application(s) and escalations. Work directly or indirectly with customers to provide services and help resolve user issues Investigate, manage, track, and close client support issues, including those related to database functionality and application behavior Assess a variety of software scenarios, reviewing software configuration, setup and existing documentation to identify the correct resolution or escalate according to departmental guidelines Report detailed information within the client tracking system and document processes and routines by following the defined guidelines and team goals and objectives Work closely with other team members, exchanging knowledge through training sessions and meetings, and producing documentation Create and conduct training for customers on functionality and best practices for products, including at user conferences Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defects Review technical support related processes and documentation for continuous improvement What we are looking for: 3+ years of experience in a Technical Customer Support role BS/BA degree in related business or technical field, or equivalent industry experience Exceptional customer service and a professional, friendly attitude Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers Excellent problem solving skills: Identification, solution, and execution Team player who is willing to share their knowledge and learn with the team Ability to review, prioritize, and respond to multiple client issues in a fast paced organization Proactive mindset with the ability to anticipate issues and initiate change Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone Teachable: Open and able to learn new processes, technologies, and products. What would make you stand out: Exposure to ProVal CAMA software or other CAMA systems Previous experience with property assessment software or knowledge of the property assessment lifecycle. Experience with relational databases and reading / writing T-SQL Experience with the following: Microsoft applications and Crystal Reports Salary: $60,000 - $70,000/year. 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 HarrisTalentAcquisition@harriscomputer.com This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.