Technical Support Analyst

We are looking to hire a Technical Support Analyst to 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 Harris's 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 hand-off, and if required, verbal hand-off to a Tier 2 resource. 
• All tickets in a Tier 1 status must not exceed 2 business days in the ticket queue. A resolution, user-approved 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 re-assign 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

• Bachelor's 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 customer-centric 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 multi-mode 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 third-party 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 fast-paced 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!