Harris School Solutions is seeking a detail-oriented and customer-focused NextGen Support Analyst to join our Support Services team. This role is pivotal in delivering high-quality technical support for our NextGen software solutions, ensuring customer satisfaction, and contributing to continuous process improvement.
Key Responsibilities- Customer Support: Respond to support tickets with accuracy and timeliness, resolving technical issues and guiding users through solutions.
- Technical Troubleshooting: Assist with diagnosing and resolving software-related problems, escalating complex issues as needed.
- Documentation: Maintain and contribute to internal knowledge bases and support documentation to ensure consistent and accurate responses.
- Customer Engagement: Communicate effectively with clients to understand their needs, provide updates, and build trust.
- Training Support: Participate in onboarding and training sessions for new team members and clients, ensuring clarity and consistency.
- Process Improvement: Use data and feedback to identify inefficiencies and propose enhancements to support workflows.
- Billing and Renewals Assistance: Support the team in managing customer billing inquiries and renewal processes.
- Associate’s or Bachelor’s degree in a related field, or equivalent experience.
- 2+ years of experience in a technical support or customer service role, preferably in a software environment.
- Experience with financial software, especially in school district setting, is strongly preferred.
- Strong problem-solving and analytical skills.
- Excellent written and verbal communication abilities.
- Familiarity with support ticketing systems and remote troubleshooting tools.
- Empathy and approachability in customer interactions.
- Initiative and curiosity to learn and improve.
- Ability to work independently and collaboratively.
- Strong organizational skills and attention to detail.
Top Skills
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
