Remote Support Analyst: AI-Driven Problem Solver

Harris Computer

Winnipeg

On-site

CAD 60,000 - 75,000

Full time

4 days ago

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Benefits offered by this job

3 weeks vacation and 5 personal days

Medical, Dental, Vision benefits

Employee stock ownership and RRSP/401k

Job summary

Cayenta, a division of Harris, seeks a Support Analyst to investigate complex issues spanning applications, data, and integrations. You will collaborate with Environment Specialists, Product Management, and R&D, applying AI-powered tools to research, analyze, and resolve customer problems.

Travel may be required, and a passport is needed for international work eligibility in Canada or the US. The role emphasizes curiosity, analytical thinking, and documentation to expand the team's knowledge

Qualifications

Experience in customer or technical support.
Strong communication and problem-solving skills.
Ability to prioritize and manage multiple initiatives.
Willingness to learn emerging technologies, including AI tools.

Responsibilities

Provide timely, accurate, and thorough resolution to customer issues.
Monitor the support queue and own issues through resolution or reassignment.
Investigate application, data, integration, architecture, and interface issues.
Collaborate with Environment Specialists, Product Management, R&D, and other analysts to resolve complex issues.
Respond promptly to customers with proactive updates throughout ticket life.
Develop deep Cayenta knowledge to troubleshoot issues and answer functional questions.
Leverage AI-enabled tools to research, analyze data, and improve troubleshooting while validating results.
Identify root causes and suggest product or process improvements.