SUPPORT ANALYST
Fully Remote | Full-Time | Customer Support | Reports to Manager, Support Services |
About the Role
Harris Computer is looking for a driven, tech-savvy Support Analyst to join our growing team. In this role, you'll be the front line of support for our customers — diagnosing technical issues, providing solutions, and ensuring a seamless experience with our software products. You'll report to the Manager, Support Services, and work in a fully remote, fast-paced environment where problem-solving, clear communication, and modern tools, including AI, are part of daily work. If you thrive on solving problems and are passionate about customer success, we want to hear from you.
Why Join Us
- Work fully remote, with a supportive team and manager invested in your growth
- Build deep expertise in mission-critical software used by customers who depend on it every day
- Grow your technical and customer-facing skills, with a clear path to take on more complex, high-impact issues
Core Responsibilities
- Own assigned customer tickets from intake through resolution, including timely responses, clear status updates, and accurate documentation
- Diagnose and resolve functional, configuration, data, and software issues by asking effective questions, reproducing problems, and identifying root causes
- Escalate complex issues to Development, QA, or Product with complete findings, reproduction steps, and actions already attempted
- Communicate technical information clearly and manage customer expectations throughout the resolution process
- Learn, implement, and deliver training on our software applications to both customers and internal stakeholders
- Create and maintain knowledge-base content, including solutions, procedures, and best practices that improve customer self-service
- Identify recurring issues and product or process gaps, and share trends with the appropriate teams
- Identify and communicate additional revenue or upsell opportunities to the appropriate internal teams
- Collaborate with Support colleagues and cross-functional partners, sharing knowledge and contributing to testing when needed
AI Tools & Proficiency
As part of our commitment to innovation, we expect Support Analysts to use AI tools as a core part of their daily workflow, always validating outputs and following company data and privacy requirements.
Required:
- Demonstrated experience using AI-powered productivity tools (e.g., Microsoft Copilot, ChatGPT, Google Gemini, Claude) to draft communications, summarize issues, or research solutions
- Ability to use AI tools to triage, document, and resolve customer support tickets more efficiently
- Comfort working alongside AI-assisted support platforms, including chatbots and automated ticketing suggestions
Preferred:
- Basic understanding of prompt engineering — crafting clear, effective prompts to get high-quality outputs from AI tools
- Experience contributing to or maintaining an AI-assisted knowledge base
- Familiarity with AI integrations within CRM or helpdesk platforms (e.g., Salesforce Einstein, Zendesk AI)
What we are looking for:
- 2+ years of experience in technical support, software support, or customer service
- BS/BA degree in a related business or technical field, or equivalent industry experience
- Strong troubleshooting and analytical skills, with the discipline to investigate beyond the immediate symptom
- Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users
- Customer-focused, professional, and patient approach, with the ability to build trust and remain composed under pressure
- Strong organization and time-management skills, with the ability to manage multiple priorities independently in a remote environment
- Team player who is willing to share knowledge, seek help, and support team goals
What would make you stand out:
- Experience with local government, municipal finance, taxation, or related public-sector workflows
- Experience with ticketing and work-management platforms such as TeamSupport or Jira
- Working knowledge of SQL, databases, APIs, or reporting tools
- Experience creating knowledge-base articles, technical documentation, or customer training content
Salary range: $50,000 - $55,000 USD per year.
AAP/EEO Statement
Harris Computer is an EEO/AA/Disability/Vets Employer.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Skills Required
- 2+ years of experience in technical support, software support, or customer service
- Bachelor’s degree in a related business or technical field, or equivalent industry experience
- Experience using AI-powered productivity tools such as Microsoft Copilot, ChatGPT, Google Gemini, or Claude
- Ability to use AI tools to triage, document, and resolve customer support tickets
- Comfort working with AI-assisted support platforms, chatbots, and automated ticketing suggestions
- Strong troubleshooting and analytical skills
- Excellent written and verbal communication skills
- Customer-focused, professional, and patient approach
- Strong organization and time-management skills in a remote environment
- Ability to manage multiple priorities independently
- Team-oriented approach and willingness to share knowledge and seek help
- Basic understanding of prompt engineering
- Experience maintaining an AI-assisted knowledge base
- Familiarity with AI integrations in CRM or helpdesk platforms, such as Salesforce Einstein or Zendesk AI
- Experience with local government, municipal finance, taxation, or related public-sector workflows
- Experience with TeamSupport or Jira
- Working knowledge of SQL, databases, APIs, or reporting tools
- Experience creating knowledge-base articles, technical documentation, or customer training content
Harris healthcare Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Harris healthcare and has not been reviewed or approved by Harris healthcare.
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Leave & Time Off Breadth — PTO and paid holidays are characterized as generous, with ample time off emphasized. This breadth of time-off options is highlighted alongside favorable impressions of vacation and sick leave.
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Flexible Benefits — Remote-work flexibility and trust to work from home are emphasized, indicating adaptable arrangements for many roles. Flexibility is positioned as a tangible part of the overall package.
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Healthcare Strength — Core coverage includes medical, dental, and vision, along with life and disability insurance and HSA/FSA options. Health plans are often characterized as good, contributing to a solid foundational offering.
Harris healthcare Insights
What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions: ♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength. Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own. The enhanced HARRIS Flex solution comes with new functionality including: ♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and ♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes. ♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
