Job description:
- Work directly with clients to provide services and help resolve user issues
- Assess a variety of software scenarios, reviewing software configuration and set up to identify the correct resolution or escalate according to departmental guidelines
- Responsible for timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
- Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals and objectives
- Work closely with other team members, exchanging knowledge through training sessions, and producing documentation
- Responsible for delivering engaging, effective training sessions to both new and existing customers, to ensure they are proficient in using our software applications.
- Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defects
- Work with our Account Managers to process and track contracted services
- Review all technical support-related processes and documentation for continuous improvement
- Collaborate with product and development teams to understand requirements and define QA standards
- Design, plan, and execute test cases for functional, integration, and regression testing
- Oversee defect tracking, test reports, and performance metrics to drive continuous improvements
*Only successful candidates will be contacted*.
Harris is an Equal Opportunity Employer and members of the following targeted groups are encouraged to apply: women, persons with disabilities, aboriginal peoples and visible minorities. If you are a person with a disability, assistance with the screening and selection process is available on request.
The Harris Talent Acquisition team does not use text messages to contact candidates or solicit confidential information. We encourage all candidates to apply for advertised positions. They will be contacted either by a Harris manager or by a member of the Talent Acquisition team for an interview, once the required criteria have been met.