Remote Support Analyst — AI-Driven Troubleshooter
Harris Computer
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Benefits offered by this job
Job summary
Cayenta, a division of Harris, is seeking a Support Analyst to investigate complex application issues and collaborate with cross-functional teams. You will use AI tools to research, analyze, and deliver thoughtful solutions, while continuously expanding your knowledge base and customer service skills.
The role emphasizes problem solving and learning, with a remote, North America-wide candidate pool and travel as needed.
Qualifications
- Experience in customer or technical support environments.
- Excellent communication and ability to manage customer expectations.
- Strong analytical and problem-solving skills.
- Ability to prioritize and manage multiple initiatives.
Responsibilities
- Provide timely, accurate resolution to customer issues.
- Monitor the support queue and own issues through resolution.
- Investigate application, data, integrations, and architecture issues.
- Collaborate with internal teams to resolve complex issues.
- Communicate proactively with customers with updates throughout ticket life.
- Develop deep understanding of Cayenta applications to troubleshoot issues.
- Leverage AI-enabled tools to improve troubleshooting efficiency.
- Identify root causes and suggest product/process improvements.
- Document solutions and best practices for the knowledge base.
Skills
Education
Tools
Job description
Cayenta, a division of Harris, is seeking a Support Analyst to investigate complex application issues and collaborate with cross-functional teams. You will use AI tools to research, analyze, and deliver thoughtful solutions, while continuously expanding your knowledge base and customer service skills.
The role emphasizes problem solving and learning, with a remote, North America-wide candidate pool and travel as needed.
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