What are the responsibilities and job description for the Support Analyst position at Harris Computer?
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
- 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