Support Analyst

Support Specialist
Harris Local Government - Remote

The Support Specialist is accountable for ensuring continuity of computer system services for computer users by providing the technical expertise, assistance, and project coordination necessary to maintain computer software products, modify/repair hardware and resolve technical problems.

What we are looking for:

• Operate as a frontline, primary support liaison between the company and our clients, and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
• Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
• Regularly review the database of submitted items and proactively follow up with clients through our ticketing system to ensure that their enquiries and/or issues have been satisfactorily resolved.
• Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
•  Maximize and maintain current knowledge and awareness of applications and related technologies.
• Ability to present Support webinars, both internally to staff as well as to customers via the Web.
• Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution.
• Ability to interpret requirements and recommend solutions that best address client’s needs.
• Excellent analytical, research and critical thinking skills with a strong ability to multi-task and prioritize work effectively.
• Exceptional diligence and the ability to grasp concepts quickly
• Excellent verbal and written communication skills
• Outstanding customer service and organizational skills.
• Exceptional analytical, troubleshooting, and critical thinking skills
• Positive, results oriented mindset
• Ability to multi-task effectively and to consistently meet assigned deadlines
• Initiative-taker with ability to work well independently and in groups
• Understanding of accounting principals will be helpful learning the products.
• Other duties as assigned by management.

Competencies:

• Action Oriented
• Approachability
• Customer Focus
• Informing
• Listening
• Managerial Courage
• Patience
• Peer Relationships
• Technical Learning
• Time Management

Required Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 3 + years' experience in Customer Service Role
• Excellent interpersonal, written, and oral communication skills
• Excellent listening skills and the ability to ask probing questions, understand concerns, overcome objectives, and resolve problems
• Strong work ethic and initiative-taker, ability to work independently and as a collaborator
• Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess professional and friendly attitude and be able to quickly develop a rapport with clinicians over the phone
• Ability to learn and navigate new software quickly
• Typing skills and computer proficiency
• Exceptional analytical, troubleshooting, and problem-solving skills
• Ability to multi-task and consistently meet assigned deadlines.
• Self-starter with ability to work well independently and in groups.
• Ability to speak comfortably in front of groups of customers
• Strong accounting and bookkeeping skills are required.
• Technical understanding of windows based programs.
• Diagnosing software issues / bugs, performing the 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. 

Working Environment:

This job operates in a professional office environment or remote home office location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Periods of stress may occur. 

This role may occasionally come into contact with Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• This is a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stop, as necessary. This position requires the ability to occasionally lift office products and supplies, up to twenty pounds.

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