We are looking for a Technical Support Representative to help increase troubleshooting capacity, reduce backlog duration, and improve time to resolution for customer impacting issues. This role plays a critical part in delivering timely and effective support to our customers while preventing prolonged resolution times and potential revenue impact.
This position is ideal for someone who is technically inclined, customer focused, and comfortable troubleshooting software issues in a fast paced, remote environment.
What You Will Do
• Respond to inbound support requests via phone, chat, and email
• Proactively follow up on open, pending, or waiting cases to ensure timely resolution
• Use remote access tools to diagnose and resolve technical and application related issues
• Troubleshoot software behavior, configuration issues, and data related problems
• Resolve issues independently when possible or escalate based on defined support protocols
• Maintain accurate and detailed case documentation within the ticketing system
• Create, update, and utilize support documentation to improve consistency and reduce resolution time
• Assist customers during software upgrades and planned maintenance activities
• Collaborate with internal teams and interface partners as needed
• Stay up to date with software updates, support tools, and technical best practices
• Perform other related duties as assigned
Required Qualifications
• Professional, customer focused attitude with strong problem solving skills
• Excellent verbal and written communication skills
• Ability to manage multiple cases and prioritize based on severity and impact
• Basic understanding of Microsoft Windows environments and file structures
• Comfort working in a fast paced, team oriented, remote environment
Nice to Have
• Experience in technical or application support roles
• Working knowledge of Microsoft SQL including queries, data validation, and basic troubleshooting
• Experience supporting healthcare software or SaaS products
Why Apply at Harris
• Fully remote work setup allowing you to work from anywhere
• Stable and growing organization offering long term career opportunities
• Supportive and collaborative team environment
• Exposure to healthcare technology and SaaS platforms
• Clear processes and tools that enable you to succeed and grow professionally
If you are passionate about solving technical problems and delivering excellent customer support in a fully remote environment, we would love to hear from you.
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
