Technical Support Analyst

CityView, a division of Harris Computer Systems

October 29, 2014

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at
http://www.viatec.ca/job-board/12678

Job Category: 
Technical
Job Specialization: 
Software Development
Job
Company Overview: 

Harris Computer Systems has been providing complete Customer Information System (CIS) and Financial Management solutions exclusively to public and municipal utilities for over 30 years. Our track record speaks for itself. We are an experienced, solid company with proven solutions that are presently in use by over 3,000 customers across North America. We are the number one provider of powerful Financial and CIS solutions because of our specialized understanding of the electric, water and gas utility industry and our commitment to customer relationships.

Harris Computer Systems 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.

Job Summary: 

JOB RELATIONSHIPS

Reports to: Technical Support Manager – CityView
Interrelationships: Develop relationships with customers. Interact regularly with Development team and Support group.

EXPERIENCE / SKILLS REQUIRED

  • Bachelor's Degree or Diploma in a Computer-related discipline, or equivalent job experience.
  • Working knowledge of MS-SQL, ability to perform typical DBA functions and basic querying.
  • Experience with Local Government applications or other similar applications
  • Exceptional troubleshooting skills, analytic nature, tenacity and desire to solve problems
  • Strong customer service and oral/written communication skills
  • Attention to detail and follow through, time management and organizational skills
  • Ability to meet deadlines and perform under pressure
  • Positive, proactive, take-charge attitude

JOB DUTIES AND RESPONSIBILITIES

  • Respond to incoming customer tickets (phone, email, ticketing system)
  • Prioritization of tasks with excellent time management
  • Interpret problems and determine necessary troubleshooting steps
  • Perform installations and upgrades as part of client implementations and routine maintenance
  • Develop a close working relationship with other departments as well as the primary contact people at each client site to ensure a high quality customer experience is achieved.
  • Monitor and follow-up on open customer support issues
  • Keep records and systems updated with accurate status and progress information
  • Develop excellent product knowledge to be able to address a wide variety of user and technical issues. Contribute to documentation and other process improvement initiatives.
  • Provide feedback to Professional Services and Development teams to help improve the products or aid in the overall implementation process
  • Occasionally provide internal customer support
  • Occasionally provide assistance to the Sales team 
How To Apply: 

Please send your resume to:

John Edwards
Email: jedwards@harriscomputer.com

NO TELEPHONE CALLS PLEASE