(Remote) Support Analyst

DataVoice, a division of Harris; is seeking a Support Analyst who will join our dedicated team.

 

The successful candidate will investigate, manage, track and close client support issues across the DataVoice product line, including the mapping and database functions that integrate our customers' GIS and CIS data.

Candidates with a GIS, computer science, computer engineering, or utility background will have the opportunity to grow into advanced GIS data integration and consulting work.

 

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

Travel is required as needed, approximately 5% and must have a valid driver’s license with a clean driving record.

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.

This role welcomes candidates who can work in CST/CDT timezone and doing some on-call or after-hours support coverage.

 

Salary:

45K - 70K

 

 

AI & Innovation Mindset

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes.

The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency.

Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

 

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.


* Investigate and resolve support issues related to the mapping, GIS, and database functions of DataVoice applications, including the integration of customer GIS and CIS data.


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


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


* Escalate complex or 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 ...