Harris Computer

Customer Support Analyst


PayCompetitive
LocationRemote
Employment typeFull-Time

This job is now closed

  • Job Description

      Req#: R0028627

      Customer Support Analyst
      CityView - Remote


      The Support Analyst provides application support to customers involving answering complex questions, contributing to a knowledge base, and serving as a support liaison between the company and the customer support.

      Responsibilities:

      • Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.
      • Manages bug fixes and software enhancements.
      • Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
      • Recognizes issue with code, but escalates to development.
      • Provides technical leadership and training for lower level support specialists.
      • Receives requests for computer technical assistance and problem resolution from company employees.
      • Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.
      • Exercises sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.
      • Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.
      • Other duties as assigned.

      Qualifications:

      • At least three years of prior support experience
      • Proficiency with Microsoft Office products
      • Ability to handle customer inquiries, requests, and complaints in an efficient, effective, and professional manner
      • Excellent troubleshooting and analytical problem-solving skills
      • Excellent oral and written communication skills
      • Highly developed organizational skills and time management ability
      • Ability to work independently on assigned projects, as well as in a team atmosphere
      • Highly motivated, flexible, adaptable nature
      • Able to deal with different personality styles
      • Ability to learn quickly in a fast-paced, challenging, and ever-changing environment
      • Excellent computer skills, knowledge of computer hardware and commonly used office software such as Microsoft Office Suite
      • Prior bookkeeping or accounting experience is a plus
      • Patient, enthusiastic, customer focused attitude.
      • Ability to multitask
  • About the company

      Harris provides mission critical software solutions for the public sector, healthcare, utilities and private sector verticals.