(Remote) Support Analyst

Are you interested in building your expertise in ERP support and problem-solving? At Cayenta, our Support Analysts play a critical role in helping customers resolve system issues and keep their operations running smoothly.

In this role, you will manage and resolve support tickets related to our Human Resource Management and Payroll modules.

Issues may span application functionality, system environments, and end-user challenges, requiring strong troubleshooting skills and a solid understanding of ERP systems.

This is an opportunity to deepen your knowledge of enterprise software while working directly with customers across North America.

We are seeking candidates with strong software proficiency and experience in HR and payroll processes who are comfortable working in a remote environment.

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

What your impact will be:


* Resolve customer issues in a timely and thorough manner, ensuring a high level of customer satisfaction


* Monitor the support queue, take ownership of new tickets, and reassign as needed


* Collaborate with internal teams (Environment Specialists, R&D, and other analysts) to escalate and resolve complex issues


* Troubleshoot application, data, architecture, and interface-related problems


* Communicate proactively with customers, providing clear updates and managing expectations throughout the resolution process


* Develop deep functional and technical knowledge of our ERP applications, with a focus on Human Resources and Payroll modules


* Identify root causes and provide recommendations to prevent recurring issues


* Understand support service agreements and appropriately scope requests outside of standard support


* Contribute ideas for product and process improvements

What we are looking for:


* Experience supporting or working with ERP systems, particularly in Human Resources and Payroll


* Strong technical aptitude with proven troubleshooting and problem-solving skills


* Experience delivering solutions, services, or support within HR, payroll, finance, or accounting environments is preferred

Customer Support Qualifications:


* Excellent communication skills, with the ability to clearly explain technical concepts and manage customer expectations


* Ability to manage multiple priorities and support tickets simultaneously in a fast-paced environment


* Strong analytical skills with the ability to make sound, independent decisions


* Self-motivated, adaptable, and able to work both independently and collaboratively within a team

Technical Qualifications


* Preferred software experience in applications based in at least one of the following: SQL, PL/SQL, Uniface, Acucobol


* Experience in troubleshooting APIs and/or web services preferred.


* Knowledge of Apache Tomcat configuration and troubleshooting is preferred.

What we can offer:


* 3 weeks' vacation and 5 personal day...