Partner Software, a division of Harris; is seeking a Support Specialist provides timely, professional, and customer-focused support for Partner customers. This role is responsible for assisting customers with software-related questions and issues, documenting support activity, and working with internal teams to help resolve problems. The Support Specialist plays an important role in delivering a positive customer experience while building knowledge of support processes, products, and tools.
This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 5%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes eithe passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean. Preference will be given to candidates who can work in EST timezone.
Salary:
35K - 45K
What your impact will be:
- Respond to customer support requests in a timely and professional manner.
- Assist with troubleshooting software, application, and basic system issues.
- Document customer issues, troubleshooting steps, and resolutions in the ticketing system.
- Escalate more complex or higher-impact issues to senior team members or other internal teams as needed.
- Communicate clearly with customers and internal teams regarding issue status, next steps, and resolution progress.
- Follow established support processes and service expectations to help ensure consistent customer service.
- Assist with software updates, testing, and other support-related activities as assigned.
- Maintain and update support documentation, knowledge base content, and internal procedures.
- Monitor assigned tickets and follow up as needed to support timely resolution.
- Identify recurring issues or documentation gaps and share feedback with the team to support continuous improvement.
- Build knowledge of Partner products, support tools, and customer workflows over time.
What we are looking for:
- Associate’s degree, technical certification, or equivalent professional experience in a related field.
- 1+ years of experience in customer service, help desk, technical support, or a related role preferred.
- Strong communication and interpersonal skills with a customer-focused approach.
- Basic problem-solving skills and willingness to learn technical concepts and support processes.
- Ability to stay organized and manage multiple tasks in a fast-paced environment.
- Attention to detail and ability to document information clearly and accurately.
- Basic computer proficiency and comfort learning new software systems and tools.
What we can offer:
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision paid 100% by Harris starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
About Partner Software:
Partner Software originated within Exploration Resources, a computing and environmental monitoring services company. The Partner group developed a map viewer able to integrate maps from multiple vendors into a seamless single-scale display. In 1997, Partner Software began selling its Map Viewer. Our first customer, GreyStone Power Corporation, also became our co-developer for "Staking Partner", the initial field tool operating within our unified Map Viewer.
From these humble beginnings, the Partner map viewer evolved into a platform for map-based applications of all kinds. As an enterprise-class product, it now integrates with applications from other vendors including connectivity modeling, billing and customer service, outage management, engineering, and many others. Created for viewing different map file formats simultaneously, the Map Viewer now provides a simple, unified interface for a sophisticated suite of software.
Now more than 190 utilities that provide power to more than 4.9 million customers use Partner Software.
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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