Support Analyst

Support Analyst
Harris Govern - Remote

Harris Govern is looking for a Support Analyst to join our growing team!

As the Support Analyst you will be responsible for providing exceptional customer support and training for our suite of CAMA and tax products.

This position is budgeted for a starting base salary between $50,000-65,000/year based on experience.

What your impact will be:


* Provide first-line support to clients, addressing inquiries and resolving technical issues via phone, email, or live chat. 


* Troubleshoot and diagnose software and hardware issues, working closely with clients to gather necessary information and ensure timely resolution. 


* Conduct training sessions typically via webinar and/or on-site.


* Document and track support cases using the appropriate tools, maintaining accurate records of customer interactions, issues, and resolutions. 


* Advocate for the client to ensure timely and accurate issue resolution.


* Escalate more complex support requests to the appropriate team members or departments, ensuring proper follow-up and communication throughout the resolution process. 


* Collaborate with team members to share knowledge, improve processes, and stay up-to-date on industry trends, emerging technologies, and best practices in customer support. 


* Other job-related duties and responsibilities as may be assigned from time to time.


* Contribute to the development and maintenance of support resources, such as FAQs, user guides, and knowledge base articles. 


* Participate in ongoing training and development programs to continuously enhance technical skills and customer service abilities. 


* Provide feedback and suggestions for process improvements, product enhancements, and customer support tools to help drive continuous improvement in the support services department. 


* Occasional travel (0-25%) for on-site support required, at times on short notice.

What we are looking for:


* Associate's degree in Information Technology, Computer Science, or a related field, or equivalent experience. 


* A minimum of 2 years of experience in a technical support role. 


* Strong technical acumen, with the ability to troubleshoot and resolve a wide range of software issues. 


* Excellent problem solving skills: Identification, solution, and execution.


* Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers.


* Ability to review, prioritize, and respond to multiple client issues in a fast paced organization.


* Self-motivated.


* Proactive: Anticipates issues and actively initiates change.


* Teachable: Open and able to learn new processes and products.


* Exceptional communication and interpersonal skills, with the ability to interact effectively with clients and team members at all levels. 


* Proficiency with customer support software and tools, such as C...