Note: The job is a remote job and is open to candidates in USA. Altera Digital Health is a part of N. Harris Computer Corporation, focusing on providing innovative ERP solutions. They are seeking a Support Analyst to manage and resolve support tickets related to Human Resource Management and Payroll modules, ensuring customer satisfaction and efficient problem-solving.
Responsibilities
- Resolve customer issues in a timely and thorough manner, ensuring a high level of customer satisfaction
- Monitor the support queue, take ownership of new tickets, and reassign as needed
- Collaborate with internal teams (Environment Specialists, R&D, and other analysts) to escalate and resolve complex issues
- Troubleshoot application, data, architecture, and interface-related problems
- Communicate proactively with customers, providing clear updates and managing expectations throughout the resolution process
- Develop deep functional and technical knowledge of our ERP applications, with a focus on Human Resources and Payroll modules
- Identify root causes and provide recommendations to prevent recurring issues
- Understand support service agreements and appropriately scope requests outside of standard support
- Contribute ideas for product and process improvements
Skills
- Experience supporting or working with ERP systems, particularly in Human Resources and Payroll
- Strong technical aptitude with proven troubleshooting and problem-solving skills
- Excellent communication skills, with the ability to clearly explain technical concepts and manage customer expectations
- Ability to manage multiple priorities and support tickets simultaneously in a fast-paced environment
- Strong analytical skills with the ability to make sound, independent decisions
- Self-motivated, adaptable, and able to work both independently and collaboratively within a team
- Experience delivering solutions, services, or support within HR, payroll, finance, or accounting environments
- Preferred software experience in applications based in at least one of the following: SQL, PL/SQL, Uniface, Acucobol
- Experience in troubleshooting APIs and/or web services
- Knowledge of Apache Tomcat configuration and troubleshooting
Benefits
- 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!
Company Overview