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. eigner sur le statut des candidatures. Software Support Analyst Prism - Remote The Software Support Analyst directly communicates with customers to provide incident support and resolution, customer training, and is responsible for maintaining healthy customer relationships while providing world-class customer service. This position is responsible for communicating escalated incidents, customer concerns, and software issues and takes ownership of PrismRBS's product offerings by providing end-user testing and escalating feedback from customers to the appropriate channels. This is a non-exempt, non-supervisory position, reporting to IT Support Supervisor Primary responsibilities include: • Providing guidance and educating customers on PrismRBS's software, hardware, and operating systems • Providing world-class customer support to clients via phone, email, and designated ticketing system • Accurately logging, analyzing, and resolving incidents and service requests using designated ticketing system • Meeting Service Level Objectives for incidents and service requests • Prioritizing work based on severity and priority of incident, service request, or problem • Identifying and escalating priority incidents while providing customers with continuous communication • Interacting and coordinating with other teams to resolve customer incidents and service requests • Interacting and coordinating with third-party software vendors and partners • Remaining knowledgeable on software release information while continuing to self-educate on software and hardware changes and applicable updates • Configuring new systems and test enhancements to the software and hardware • Assisting in identifying areas of improvement for customer and user training of software, hardware, and operating system • Complying with all company personnel policies and practices as well as all federal, state, and local standards/requirements • Other duties as assigned Qualifications, skills, and abilities: • Strong interpersonal and customer service skills • Strong written and verbal communication skills with the ability to clearly communicate technical concepts to non-technical end-users • Excellent problem-solving and troubleshooting skills • Ability to prioritize and multi-task in a fast-paced environment • Desire for continued education and the ability to embrace changes in technology and work environment • Ability to exhibit exceptional planning and organization skills • Strong organizational skills including being detail-oriented, highly adaptable, and able to work autonomously • Ability to build relationships and work both collaboratively and independently • Comfortable training customers in a hands-on classroom setting and online • Willingness to travel to customer stores in the United States and Canada for training and implementation as needed • Desire to display and withhold company culture and standards Experience/knowledge: • Associate’s degree • Microsoft Windows environments • Previous experience with computer applications such as Microsoft Word and knowledge of Windows • At least one year of experience in software or technical call center support preferred • Experience remotely supporting back-office or ERP systems preferred • Experience remotely supporting POS solutions preferred