Remote Support Analyst — AI-Powered Problem Solver

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

Benefits offered by this job

3 weeks' vacation

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 solve problems that matter for CIS customers. You’ll investigate complex issues, collaborate with teammates, and use AI to deliver accurate, efficient solutions while documenting learnings.

This is a remote role welcoming candidates in the US and Canada; travel up to 10% may be required. You’ll build strong technical and customer-service skills by navigating application, data, and integration challenges and contributing to the knowledge

Qualifications

• Experience in customer or technical support environment.
• Excellent communication and ability to manage customer expectations.
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple initiatives simultaneously.
• Self-motivated, adaptable, and able to work both independently and collaboratively.
• 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 appropriate 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 the life of a ticket.
• Develop deep understanding of Cayenta applications to troubleshoot and answer questions.
• Leverage AI-enabled tools to research issues, analyze data, draft communications, and improve troubleshooting.
• Apply critical thinking to AI-generated recommendations and ensure accuracy.
• Identify root causes and suggest improvements to prevent recurring issues.
• Document solutions and best practices for the knowledge base.
• Understand Support Services agreements and recognize when requests fall outside standard support.
• Identify opportunities to improve products, processes, and customer experience.

Skills

Excellent communication

Analytical problem solving

Multitasking

Self-motivated & adaptable

AI tools literacy

Education

University degree or technical college in CS/IT/Software

Tools

SQL

Relational databases

AI tools (ChatGPT/ Copilot)

Job description

Cayenta, a division of Harris, seeks a Support Analyst to solve problems that matter for CIS customers. You’ll investigate complex issues, collaborate with teammates, and use AI to deliver accurate, efficient solutions while documenting learnings.

This is a remote role welcoming candidates in the US and Canada; travel up to 10% may be required. You’ll build strong technical and customer-service skills by navigating application, data, and integration challenges and contributing to the knowledge