Fully Remote | Full-Time | Customer Support | Reports to Manager, Support Services |

About the Role

Harris Computer is looking for a driven, tech-savvy Support Analyst to join our growing team. In this role, you'll be the front line of support for our customers — diagnosing technical issues, providing solutions, and ensuring a seamless experience with our software products. You'll report to the Manager, Support Services, and work in a fully remote, fast-paced environment where problem-solving, clear communication, and up-to-date tools, including AI, are part of daily work. If you thrive on solving problems and are passionate about customer success, we want to hear from you.

Why Join Us

- Work fully remote, with a supportive team and manager invested in your growth
- Build deep expertise in mission-critical software used by customers who depend on it every day
- Grow your technical and customer-facing skills, with a clear path to take on more complex, high-impact issues

Core Responsibilities

- Own assigned customer tickets from intake through resolution, including timely responses, clear status updates, and accurate documentation
- Diagnose and resolve functional, configuration, data, and software issues by asking effective questions, reproducing problems, and identifying root causes
- Escalate complex issues to Development, QA, or Product with complete findings, reproduction steps, and actions already attempted
- Communicate technical information clearly and manage customer expectations throughout the resolution process
- Learn, implement, and deliver training on our software applications to both customers and internal stakeholders
- Create and maintain knowledge-base content,



including solutions, procedures, and best practices that improve customer self-service
- Identify recurring issues and product or process gaps, and share trends with the appropriate teams
- Identify and communicate additional revenue or upsell opportunities to the appropriate internal teams
- Collaborate with Support colleagues and cross-functional partners, sharing knowledge and contributing to testing when needed

As part of our commitment to innovation, we expect Support Analysts to use AI tools as a core part of their daily workflow, always validating outputs and following company data and privacy requirements.

Required:

- Demonstrated experience using AI-powered productivity tools (e.g., Microsoft Copilot, ChatGPT, Google Gemini, Claude) to draft communications, summarize issues, or research solutions
- Ability to use AI tools to triage, document, and resolve customer support tickets more efficiently
- Comfort working alongside AI-assisted support platforms, including chatbots and automated ticketing suggestions

Preferred:

- Basic understanding of prompt engineering — crafting clear, effective prompts to get high-quality outputs from AI tools
- Experience contributing to or maintaining an AI-assisted knowledge base




- Familiarity with AI integrations within CRM or helpdesk platforms (e.g., Salesforce Einstein, Zendesk AI)

What we are looking for:

- 2+ years of experience in technical support, software support, or customer service
- BS/BA degree in a related business or technical field, or equivalent industry experience
- Strong troubleshooting and analytical skills, with the discipline to investigate beyond the immediate symptom
- Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users
- Customer-focused, professional, and patient approach, with the ability to build trust and remain composed under pressure
- Strong organization and time-management skills, with the ability to manage multiple priorities independently in a remote environment
- Team player who is willing to share knowledge, seek help, and support team goals

What would make you stand out:

- Experience with local government, municipal finance, taxation, or related public-sector workflows
- Experience with ticketing and work-management platforms such as TeamSupport or Jira
- Working knowledge of SQL, databases, APIs, or reporting tools
- Experience creating knowledge-base articles, technical documentation, or customer training content

Salary range: $50,000 - $55,000 USD per year.

AAP/EEO Statement

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

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any t

📌 Support Analyst (Canada)
🏢 Canadian Inclusion
📍 Canada