Harris Computer Systems

Support Analyst

US-Any Office Location Or Remote
2 months ago
Job ID
2017-3774
Company
Caliber Public Safety
Category
Client Support

Position Overview

businesses_caliber_public_safety

 

Caliber Public Safety is seeking a Support Analyst to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s). They will also be responsible for contributing to a knowledge base and supporting user forums. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between company and customer.

 

In this role, you will work closely with the Director of Financials Support, and be supported by a great team, in providing exceptional customer service and development support.

Primary Functions

  • Operate as a frontline, primary support liaison between Caliber and our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
  • Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
  • Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
  • Regularly review the database of submitted items and proactively follow up with clients to ensure that their enquiries and/or issues have been satisfactorily resolved
  • Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
  • Maximize and maintain current knowledge and awareness of applications and related technologies
  • Sound understanding of API and web services technologies and functions
  • Email technology troubleshooting
  • Ability to present Support webinars, both internally to staff as well as to customers via the Web
  • Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
  • Ability to interpret requirements, and recommend solutions that best address clients' needs
  • Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
  • Strong ability to multi-task and prioritize work effectively
  • Exceptional attention to detail and the ability to grasp concepts quickly
  • Other duties as assigned by management.

Qualifications

  • Sound understanding of API and web services technologies and functions
  • Email technology troubleshooting
  • Ability to present Support webinars, both internally to staff as well as to customers via the Web
  • Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
  • Ability to interpret requirements, and recommend solutions that best address clients' needs
  • Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
  • Strong ability to multi-task and prioritize work effectively
  • Exceptional attention to detail and the ability to grasp concepts quickly

Company Overview

Caliber Public Safety is proud to deliver software solutions, technology and services of the highest caliber to hundreds of communities throughout North America. Our specialized focus allows us to uniquely deliver the next generation of CAD, RMS, and Mobile applications under Caliber Public Safety.

The Caliber Public Safety Vision:
To lead the industry with innovative public safety software, proud to serve those who serve.

The Caliber Public Safety Mission:
To provide and support public safety software solutions focused on improving situational awareness, officer safety, and community outreach.

Caliber Public Safety is committed to creating reliable software with unique information sharing ability that provides instantaneous access to critical, relevant information across multiple agencies. Our duty of care is to deliver the highest caliber products, services, and support to the public safety community and the citizens they serve and protect.

Caliber Public Safety is a business unit of Harris Computer, which is a member of the Constellation Software Inc. group of companies. Constellation Software is a rapidly growing conglomerate of vertical market software (VMS) companies; each focused upon dominating its respective market niche. Constellation's growth is based on a simple strategy: identify promising VMS firms; acquire them; and then integrate them into the Constellation family while building on their fundamental strengths to help them become world class organizations.

Harris is an EEO/AA/Disability/Vets Employer.

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