(Remote) Support Analyst

DataVoice, a division of Harris; is seeking a Support Analyst.

The DataVoice Support Specialist provides timely, professional, and customer-focused technical support for DataVoice customers.

This role assists customers with software, application, and operational support issues while building knowledge of DataVoice products, customer environments, support processes, and internal tools.

The DataVoice Support Specialist is responsible for documenting support activity, troubleshooting assigned issues, communicating clearly with customers and internal teams, and escalating more complex or higher-impact issues as needed.

This role plays an important part in helping maintain stable customer environments, supporting service continuity, and delivering a positive customer experience.

This remote role welcomes candidates anywhere in Canada and the US.

Travel is required as needed, approximately 5%.

Candidates must hold a current, valid passport and be legally eligible to travel internationally.

This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

Preference will be given to candidates who can work in CST, but are open to PST/EST timezone.

Department: Customer Support — DataVoice
Reports To: Director, Customer Support

Salary:

48K - 60K

What your impact will be:


* Respond to customer support requests in a timely, professional, and customer-focused manner.


* Assist with troubleshooting software, application, data, integration, and basic system-related issues.


* Document customer issues, troubleshooting steps, communications, and resolutions clearly in the ticketing system.


* Monitor assigned tickets and follow up as needed to support timely ticket progression and resolution.


* Escalate customer-sensitive issues to senior team members, leadership, or internal technical teams as appropriate.


* Communicate clearly with customers regarding issue status, next steps, expected follow-up, and resolution progress.


* Partner with internal teams to help investigate issues, gather technical details, and support effective problem resolution.


* Assist with maintenance, upgrade, testing, and other operational support activities as assigned.


* Help identify customer-impacting issues, recurring problems, documentation gaps, or process concerns and share feedback with the team.


* Follow established support processes, service expectations, and escalation procedures to help ensure consistent customer service.


* Maintain and update support documentation, knowledge base content, standard procedures, and internal notes as needed.


* Build knowledge of DataVoice products, customer workflows, system configurations, support tools, and common troubleshooting practices over time.


* Support operational readiness by helping ensure assigned work is documented, organized, and appropriately escalated when needed.
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