Support Analyst

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.