Support Analyst

Support Specialist
Harris Local Government - Remote

The Support Specialist is accountable for ensuring continuity of computer system services for computer users by providing the technical expertise, assistance, and project coordination necessary to maintain computer software products, modify/repair hardware and resolve technical problems.

What we are looking for:


* Operate as a frontline, primary support liaison between the company and our clients, and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets


* Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives


* Regularly review the database of submitted items and proactively follow up with clients through our ticketing system to ensure that their enquiries and/or issues have been satisfactorily resolved.


* Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction


*  Maximize and maintain current knowledge and awareness of applications and related technologies.


* Ability to present Support webinars, both internally to staff as well as to customers via the Web.


* Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution.


* Ability to interpret requirements and recommend solutions that best address client’s needs.


* Excellent analytical, research and critical thinking skills with a strong ability to multi-task and prioritize work effectively.


* Exceptional diligence and the ability to grasp concepts quickly


* Excellent verbal and written communication skills


* Outstanding customer service and organizational skills.


* Exceptional analytical, troubleshooting, and critical thinking skills


* Positive, results oriented mindset


* Ability to multi-task effectively and to consistently meet assigned deadlines


* Initiative-taker with ability to work well independently and in groups


* Understanding of accounting principals will be helpful learning the products.


* Other duties as assigned by management.

Competencies:


* Action Oriented


* Approachability


* Customer Focus


* Informing


* Listening


* Managerial Courage


* Patience


* Peer Relationships


* Technical Learning


* Time Management

Required Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* 3 + years' experience in Customer Service Role


* Excellent interpersonal, written, and oral communication skills


* Excellent listening skills and the ability to ask probing questio...