Technical Support Analyst
Technical Support Analyst
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
We are looking to hire aTechnical Support Analystto handle Tier 1/2 level support calls for our Financial Operations group. This position requires strong IT customer support experience and verbal and written communication skills to fulfill support duties for multiple applications as part of Harriss global Finance/Client Care team.
WHAT WILL YOUR NEW ROLE BE
- Act as the first line of communication with clients thus focusing intently on customer satisfaction and relationship management.
- All tickets assigned a problem type identified as either Tier 1 or Tier 2 support and assigned to a member of the Finance Systems Support queue within 4 business hours of receipt of the ticket.
- Identify and escalate tickets outside of Tier 1 support capabilities and perform a detailed written handoff and if required verbal handoff to a Tier 2 resource.
- All tickets in a Tier 1 status must not exceed 2 business days in the ticket queue. A resolution userapproved ticket closure (with support attached) status change to pending or escalation to Tier 2 is required by the 3rd business day.
- User setup and access modification issues are marked as resolved within 1 business day from ticket transfer into the Finance Systems Support queue and have the required access approval support included in or attached to the ticket.
- Meets all defined service levels for unresolved problems and reassign tickets to the appropriate internal/external team.
- Makes recommendations to address problems improve service and provide improved support.
- All tickets in a pending status contain the pending reason. All pending tickets should be transferred out of pending status within 2 business days of the assignment of the ticket to pending.
HARRIS SYSTEMS IN SCOPE
- Blackline
- BPC
- Bank of America CashPro
- Credit Hound
- ExpenSite
- Great Plains
- MS Dynamics 365 Finance & Operations
- Nexus
- Jaggaer
- Crystal Reports
- Integration Middleware
WHAT ARE WE LOOKING FOR
- Bachelors degree in computer science or related field.
- 2 years of enterprise software support experience (preferably with international customers)
- Customer Focus Building strong customer relationships and delivering customercentric solutions.
- Proficient in English speaking reading and writing.
- Proven ability to learn and gain working knowledge of new systems and business processes.
- Proficient in the following Microsoft Office 365 applications: Outlook Word Excel Teams
- Flexibility/adaptability Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
- Communicates Effectively Developing and delivering multimode communications (verbal and written) that convey a clear understanding of the unique needs of different audiences with clients at all levels; from senior executives to accounting clerks and thirdparty implementers.
- Drives Results consistently achieving results even under tough circumstances.
- Attention To detail does not let important details slip through the cracks.
- Reliable can be counted on to deliver quality work on time or communicate any delays in advance of deadlines.
- Teamwork Positive team attitude and ability to adapt to a fastpaced environment.
NICE TO HAVE
- Experience with the Great Plains SQL and automation (such as Python) shall be an asset.
- French is an asset.
- Basic knowledge of the structure of a Financial Operations team.
WHAT WE OFFER
Three weeks vacation (four weeks after three years and five weeks after seven years) plus five personal days
Comprehensive Medical Dental and Vision coverage from your first day of employment
Financial and professional development support for CPA candidates and members
Employee stock ownership and RRSP matching programs
Lifestyle rewards program
Flexible work options
Performance driven organization with many opportunities for advancement
And more!
Required Experience:
IC
Employment Type
Full-Time
