Support Analyst (Personal Services)

Cogsdale is seeking an experienced Support Analyst to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will investigate, manage, track and close client support issues, specifically related to the functions of the application(s). They will also be responsible for contributing to a knowledge base and supporting user forums. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between company and customer.

In this role, you will work closely with the Manager of Support Services and be supported by a great team, in providing exceptional customer service and development support.

What Your Impact Will Be

• Ensure customers receive prompt and thorough solutions to their technical issues, all while adhering to SLAs.
• Manage support ticket queues and providing updates to customers to enhance the overall customer experience.
• Document solutions and share knowledge to improve internal resources, supporting both current and future troubleshooting efforts.
• Work closely with other team members as part of a cohesive group to exchange knowledge through training sessions and peer to peer interaction.
• Provide suggestions for product and process enhancements, contributing to the long-term evolution of the solutions and the support team's capabilities.
• Troubleshoot customer processes, software setup, data, and reports to support the performance and functionality of customer solutions.
• Ensure smooth communication and system integrations by working with APIs and associated tools.
• Other duties as assigned.

What We Are Looking For

• Proven ability to collaborate with both internal teams and external clients, ensuring issues are resolved and escalations are prevented.
• Experience in managing support tickets and tracking customer issues efficiently to ensure timely resolution.
• A solid understanding of functional and technical features of enterprise solutions, including troubleshooting and resolving issues.
• An analytical mindset with the ability to provide actionable suggestions for improving product features and internal processes.
• Proficiency in configuring, troubleshooting, and integrating Microsoft Dynamics GP and/or Business Central is considered as asset.
• Understanding of industry-specific processes and workflows, which is essential for aligning technical solutions with utility business requirements is considered as asset.
• Experience with data fixes, SQL views, and reporting tools such as Crystal Reports and SSRS is considered as asset.
• Ability to troubleshoot API issues using Postman, ensuring reliable system communication is considered as asset.

What we can offer:

• Opportunity for challenging projects and professional growth
• 3 weeks' vacation and 5 personal days
• Comprehensive Medical, Dental and Vision starting from your first day of employment
• Employee stock ownership and RRSP matching programs
• Lifestyle rewards

About our business

Cogsdale has been developing solutions for local governments and utilities to address the complex and changing needs of their operations since 1997. With more than 300 clients worldwide, Cogsdale focuses on public/private utilities and local government. We provide fully integrated solutions by leveraging the knowledge of our customers with the strength of the Microsoft Dynamics GP platform. As a Microsoft Gold Certified Partner, Cogsdale enhances the core Microsoft Dynamics offerings to provide a full range of functional solutions including Financial Management, Asset Management, People Management, Work Management and Customer Management. Harris Computer Systems is an Equal Opportunity Employer.

Click here to learn more about Cogsdale.

How to apply

If you want to apply to this Support Analyst position (R0029466), click 'Apply Now' to apply online. If this role does not align with your career goals, feel free to review all our current opportunities here or submit your resume to our Harris Talent Network here for future opportunities.