What are the responsibilities and job description for the Support Analyst position at Harris Computer and Careers?
About the Role
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.
Qualifications
- 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.
Desired Qualities
- 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.