(Remote) Support Analyst

DataVoice, a division of Harris; is seeking a Support Analyst who will join our dedicated team.

The successful candidate will investigate, manage, track and close client support issues across the DataVoice product line, including the mapping and database functions that integrate our customers' GIS and CIS data. Candidates with a GIS, computer science, computer engineering, or utility background will have the opportunity to grow into advanced GIS data integration and consulting work.

This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 5% and must have a valid driver’s license with a clean driving record. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean. This role welcomes candidates who can work in CST/CDT timezone and doing some on-call or after-hours support coverage.

Salary:

45K - 70K

AI & Innovation Mindset

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

What your impact will be:

• Respond to customer support requests in a timely, professional, and customer-focused manner.
• Assist with troubleshooting software, application, data, integration, and basic system-related issues.
• Investigate and resolve support issues related to the mapping, GIS, and database functions of DataVoice applications, including the integration of customer GIS and CIS data.
• Document customer issues, troubleshooting steps, communications, and resolutions clearly in the ticketing system, and keep assigned work organized.
• Monitor assigned tickets and follow up as needed to support timely ticket progression and resolution.
• Escalate complex or customer-sensitive issues to senior team members, leadership, or internal technical teams as appropriate.
• Communicate clearly with customers regarding issue status, next steps, expected follow-up, and resolution progress.
• Partner with internal teams to help investigate issues, gather technical details, and support effective problem resolution.
• Assist with maintenance, upgrade, testing, and other operational support activities as assigned.
• Help identify customer-impacting issues, recurring problems, documentation gaps, or process concerns and share feedback with the team.
• Follow established support processes, service expectations, and escalation procedures to help ensure consistent customer service.
• Maintain and update support documentation, knowledge base content, standard procedures, and internal notes as needed.
• Build knowledge of DataVoice products, customer workflows, system configurations, GIS applications and related technologies, support tools, and common troubleshooting practices over time.
• Participate in on-call or after-hours support coverage.

What we are looking for:

• Associate's degree, technical certification, or equivalent professional experience in Information Technology, Computer Science, Computer Engineering, GIS, Business, customer support, or a related field.
• 2+ years of experience in customer service, help desk, technical support, software support, or a related role.
• Strong communication and interpersonal skills with a customer-focused approach.
• Basic troubleshooting and problem-solving skills, with a willingness to learn technical concepts, customer workflows, and support processes.
• Ability to stay organized, manage assigned tickets, and balance multiple tasks in a fast-paced environment.
• Attention to detail and ability to document technical information clearly and accurately.
• Basic computer proficiency and comfort learning new software systems, ticketing tools, and internal support resources.
• Ability to work collaboratively with customers, support team members, and internal departments.
• Willingness to escalate issues appropriately and seek guidance when additional technical expertise is needed.

What would make you stand out:

• Bachelor's degree or coursework in GIS, Computer Science, Computer Engineering, or a related technical field.
• Experience with GIS platforms and spatial data, such as Esri ArcGIS or PostGIS.
• Experience in the utility industry, or familiarity with IVR, outage management, or customer information system (CIS) workflows.
• Working knowledge of relational databases (such as PostgreSQL) and SQL.
• Experience with Linux and basic scripting.

What we can offer:

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

About DataVoice:

DataVoice International’s integrated utility management systems give utilities the tools they need to reliably and quickly serve their customers while cutting back on their own workloads by using accurate data to map outages, track their vehicles, communicate with workers and interact with customers. When time is of the essence and knowledge is quite literally power, reliable integrated systems from dataVoice International give utilities the edge. Check out our page for more insight https://www.datavoiceint.com/.

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.

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