Support Analyst, TBS/SmartFusion Tax

The TBS/SmartFusion County Tax Support Analyst is accountable for ensuring continuity of computer system services for software users by providing the technical expertise, assistance, and project coordination necessary to maintain computer software products and resolve technical problems. A Support Analyst will provide application support to customers including answering complex questions, contributing to a knowledge base, and serving as a support liaison between the company and the customer. 

Providing high quality, friendly and prompt phone support for a variety of local government and utility software applications is the primary responsibility of this individual. As a Software Support Analyst with Harris, this person will be part of a team dedicated to providing the best service possible to over 100 Municipalities and Counties in Georgia. 

What You’ll Do: 

• Technical phone support to customers  
• Documentation of all customer communication through internal ticketing system, Team Support
• Diagnose software issues and bugs, performing appropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems in a timely, efficient and effective manner.  
• Install and update product applications, integrated 3rd party applications and operating system and/or database applications  
• Learn, understand, implement and train on a variety of software applications  
• Identification and communication of additional revenue streams/opportunities  
• Provide regular and timely status reports and progress of assigned work to the Manager of Support Services 

What We’re Looking For:   
The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes: 

• 1-2 years customer service experience in a technical environment required 
• Experience working within or as a vendor for local government tax appraisal, assessment and collection groups a plus 
• Knowledge of IBM AS400/ environment desired but not requirement 
• Familiarity with using CRM Platforms to document all customer communication 
• History of use with Microsoft 365, Teams, and VOIP systems preferred 
• Experience working within or as a vendor for local government tax appraisal, assessment, and collection groups a plus  
• Demonstrated track record of working effectively within a collaborative and cohesive, team-based environment. 

• A level of comfort appearing on camera for customer facing and internal team calls/trainings.  
• Excellent verbal and written communication skills 
• Outstanding customer service and organizational skills 
• Exceptional analytical, troubleshooting and problem-solving skills 
• Positive, results oriented mindset. 
• Ability to multi-task effectively and to consistently meet assigned deadlines. 
• Self-starter with ability to work well independently and in groups. 
• Ability to speak comfortably in front of a group of customers. 
• This is a remote position. While equipment will be provided, a dedicated workspace within your location of choice is a requirement. 

What We Offer:  

Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers.

• We empower our employees to make a difference 
• We have an award-winning culture 
• We offer opportunity to learn 
• We are financially strong, and we are owned by the largest software company in Canada (CSI) 
• We have fun! Come check us out! 

Benefits/Salary:   Salary will be commensurate with experience and job responsibilities.  Harris offers comprehensive benefits packages including but not limited to Medical, Dental, Vision, 401k, Disability insurance, Lifestyle Rewards and other additional perks. Paid holidays, generous vacation and personal time.

Location:  Remote, Southeastern U.S. – Georgia Preferred