(Remote) Team Lead Software Support Analyst

At Harris' SmartWorks, we are committed to delighting our customer base, and we do that by ensuring our customers receive maximum enduring value from their investment in our solutions.

A big part of ensuring they receive value is the satisfaction and resolution they receive from our support services throughout the use of our SmartWorks Product Suite.

While our customers evolve their value, our Support Services team ensures they have a stable environment to meet their day-to-day operations, their planning, and the success of the utility. 
 
We are looking for a Team Lead Software Support Analyst to join our dynamic team of smart, positive, and passionate people who are appreciated for their unique talents and empowered to do their jobs well.

 We are looking for individuals with proven experience in client service, troubleshooting, and analytics to help us support our Utility Customers on the SmartWorks product they own.

As part of the team, you will be troubleshooting and designing new solutions for customers while continuously increasing customer satisfaction.

We highly value team members who communicate clearly and concisely and who work to build a positive and enjoyable workplace.

As a Team Lead Software Support Analyst, your role will encompass a wide range of responsibilities to ensure the efficient resolution of customer issues and the seamless coordination between internal departments.

Our head office is located in Ottawa, ON, however a significant percentage of our management and staff work remotely from their homes.

This position is open to qualified individuals living anywhere in the US or Canada and willing to work remotely from home. 

Availability outside regular business hours (Mon-Fri, 8am-8pm EST) may be required occasionally for emergency situations, project-related tasks, or resolving service-impacting incidents.

Travel is required for departmental events approximately 2 times per year.

What your impact will be:

Support


* Monitor the support ticket queue and take ownership and/or re-assign new tickets


* Promptly address customer issues and consistently provide updates to ensure customers are informed of the progress in resolving their issues


* Provide timely and thorough resolution to customer issues within customer Service Level Agreement requirements


* Help develop, implement and review operational policies and procedures to improve efficiency wherever possible


* Help develop and implement support initiatives, including knowledge bases, technical and operational techniques, and documentation


* Document and share knowledge through Knowledge Base, Internal Articles, and Knowledge Exchange Training sessions


* Build alliances and partnerships and interact with a range of internal and external departments (i.e.

Infrastructure, Development, Professional Services, Sales, and other Harris Business Units and Vendors.) for ticket escalation and resolution


* Provide technical advice, ass...