Harris Computer Systems

Support Analyst

CA-PE-Charlottetown
3 weeks ago
Job ID
2017-3893
Company
Cogsdale
Category
Client Support

Position Overview

businesses_cogsdale

 

The Support Analyst is responsible for providing support services to our customers. The Support Analyst will be accountable to provide value added service for the Cogsdale solution and integrated Microsoft technologies. The Support Analyst’s main focus will be the diagnosis of customers' functional and technical issues, and developing resolutions or recommendations for software interaction improvement in a timely fashion in order to enhance client satisfaction.

Primary Functions

  • Handle all existing client inquiries, concerns and service requirements in an efficient, courteous and professional manner and ensure that appropriate actions and follow up are executed.
  • Educate customers about the causes of software problems to prevent recurrence.
  • Confirm the validity of the problem and search for known solutions to solve the issue.
  • Maintain knowledge to provide value-added support to clients.
  • Monitor and follow up on ticket progress based on SLA Requirements.
  • Apply appropriate level of urgency to problems; manage customer expectations in terms of service level and communications.
  • Maintain proactive contact with each client to ensure that they are aware of the status on each inquiry until such time as it is resolved.
  • Work closely with other team members and departments to determine client solutions through collaborative efforts.
  • Work with internal stakeholders to proactively resolve gaps in existing processes for customer solutions.
  • Work with Quality Assurance, Developers, Product Designers, and Technical Writers to ensure that the software developed meets customer requirements.
  • Provide regular and ad hoc client status reports to clients and management.

Qualifications

  • Business Degree or related discipline. Professional accounting designation would be an asset.
  • Ability to deliver first-rate solutions on the phone, while maintaining a positive relationship, to clients with varying levels of computer proficiency.
  • Ability to diagnose and resolve problems with software utilizing remote tools for diagnostic purposes.
  • Ability to work in a team environment, as well as independently with minimal supervision.
  • Ability to establish priorities, multi-task and work under pressure to meet Service Level Agreement.
  • Interested in continuously learning to remain current with evolving technologies and product innovations.
  • Strong analytical and problem-solving abilities.
  • Excellent verbal and written communication skills.

Company Overview

Cogsdale creates and implements Enterprise Resource Planning solutions including Financial Information Systems (“FIS”), Customer Information Systems (“CIS) and Work Order and Asset Management Systems (“WAMS”) for local governments and utilities to help them meet their operational efficiency and customer services goals. The Cogsdale product is a fully integrated solution built on the Microsoft Dynamics GP platform.

Cogsdale is a division of Harris, 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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