Job Description Summary
The Aumentum Technologies support team is seeking a Support Analyst to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s). They will also be responsible for contributing to a knowledge base, supporting user forums and customer training efforts. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between the company and the customer. In this role, you will work closely with the Manager, Support Services, and be supported by a great team, in providing exceptional customer service and development support.
Job Description
As a Support Analyst, you will provide application support and expertise to both our customers and internal resources. This will involve answering complex questions, contributing to our knowledge base, and serving as a support liaison between the company and our customers. Working closely with other Support team members and counterparts on the Research and Development team, you will investigate, manage, track, and close client support issues, specifically related to the database and function of the application(s) and escalations.
- Work directly or indirectly with customers to provide services and help resolve user issues. Includes delivering product training virtually and onsite.
- Investigate, manage, track, and close client support issues, including those related to database functionality and application behavior
- Assess a variety of software scenarios, reviewing software configuration, setup and existing documentation to identify the correct resolution or escalate according to departmental guidelines
- Report detailed information within the client tracking system and document processes and routines by following the defined guidelines and team goals and objectives
- Work closely with other team members, exchanging knowledge through training sessions and meetings, and producing documentation
- Create and conduct training for customers on functionality and best practices for products, including at user conferences
- Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defects
- Review technical support related processes and documentation for continuous improvement
What we are looking for:
- 3+ years of experience in a Technical Customer Support role
- BS/BA degree in related business or technical field, or equivalent industry experience
- Exceptional customer service and a professional, friendly attitude
- Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers
- Excellent problem solving skills: Identification, solution, and execution
- Team player who is willing to share their knowledge and learn with the team
- Ability to review, prioritize, and respond to multiple client issues in a fast paced organization
- Proactive mindset with the ability to anticipate issues and initiate change
- Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone
- Teachable: Open and able to learn new processes, technologies, and products.
What would make you stand out:
- Exposure to local government property taxation software and or practices
- Previous experience with property assessment software or knowledge of the property assessment lifecycle.
- Experience with relational databases and reading / writing T-SQL
- Experience with the following: Microsoft applications and report query solutions
Salary range: $60,000 - $70,000 USD per year.
Skills Required
- 3+ years of experience in a Technical Customer Support role
- BS/BA degree in related business or technical field, or equivalent industry experience
- Exceptional customer service and a professional, friendly attitude
- Strong verbal and written communication skills
- Excellent problem solving skills: identification, solution, and execution
- Ability to review, prioritize, and respond to multiple client issues in a fast paced organization
- Team player who is willing to share knowledge and learn with the team
- Proactive mindset with the ability to anticipate issues and initiate change
- Teachable and able to learn new processes, technologies, and products
- Exposure to local government property taxation software and/or practices
- Experience with property assessment software or knowledge of the property assessment lifecycle
- Experience with relational databases and reading/writing T-SQL
- Experience with Microsoft applications and report query solutions
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
