Remote Support Analyst: AI-Driven Problem Solver

Harris Computer; North Carolina; Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

3 weeks vacation and 5 personal days

Medical, Dental, Vision benefits

Employee stock ownership and RRSP/401k

Lifestyle rewards

Remote work and more

Job summary

Cayenta, a division of Harris, seeks a Support Analyst to resolve complex customer issues, analyze data, and collaborate across teams. The role embraces remote work with travel and AI-assisted tools to improve workflows while maintaining rigor and security.

Candidates will have utility industry experience and a passion for learning, documenting, and sharing knowledge to lift the entire team.

Qualifications

• Experience in a customer support or technical support environment.
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple initiatives simultaneously.
• Willingness to learn and adopt emerging technologies, including AI-enabled 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, integrations, architecture, and interface issues.
• Collaborate with Environment Specialists, Product Management, R&D, and colleagues to resolve complex issues.
• Respond promptly to customers and provide proactive updates throughout a ticket's life.
• Develop deep Cayenta knowledge to troubleshoot issues and answer questions.
• Leverage AI-enabled tools to research issues, analyze data, and draft communications.
• Apply critical thinking to AI recommendations and ensure accuracy.
• Identify root causes and suggest improvements to prevent repeats.
• Document solutions and best practices for the knowledge base.

Skills

Analytical thinking

Problem solving

Communication skills

Independent work

AI tools familiarity

Education

University degree or technical college diploma in CS/IT/SE or related field

Tools

SQL

Job description

Cayenta, a division of Harris, seeks a Support Analyst to resolve complex customer issues, analyze data, and collaborate across teams. The role embraces remote work with travel and AI-assisted tools to improve workflows while maintaining rigor and security.

Candidates will have utility industry experience and a passion for learning, documenting, and sharing knowledge to lift the entire team.