Support Analyst (Remote)

Support Analyst
Harris School Solutions - Remote

Harris School Solutions is seeking a Support Analyst to join our Harris School Financial Solutions division.

The Support Analyst will provide application support to customers involving answering complex questions, contributing to a knowledge base, and assisting with client facing documentation and serving as a support liaison between the company and the customer.

 

As a Support Analyst you will also investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s) and escalations.
 

Employee will work 8:00am - 5:00pm Central Time.

What your impact will be:


* ​Using your knowledge of our software to handle support calls or tickets; will work directly with customers to provide services and help resolve problems.


* Use the support ticketing system to document customer interactions following the defined guidelines and team objectives.


* Monitor open tickets and proactively follow up with clients to ensure that their inquiries 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


* Uses discretion to effect timely solution of problems to ensure customer satisfaction.


* Submit bug fixes and software enhancements. 

What we are looking for:


* Experience in Customer Service Role is a plus.


* Excellent listening skills and the ability to ask probing questions, understand concerns, overcome objections and resolve problems


* Strong work ethic and self-starter, ability to work independently and as a team player


* Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment


* Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone


* Willingness to learn and navigate new software or software changes.


* Typing skills and computer proficiency. 

What will help you stand out:


* K-12 Accounting, Payroll or HR experience


* Fund Accounting Software Applications


* Proficiency with and understanding of principles regarding Accounting applications is  a plus.


* Proficiency with various common web browsers such as Google Chrome, Firefox, etc.

What we offer:


* 3 weeks' vacation and 5 personal days


* Comprehensive Medical, Dental and Vision coverage from your first day of employment


* Employee stock ownership and RRSP/401k matching programs


* Lifestyle rewards


* Flexible work options