Support Analyst

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Here at Harris, you’ll be working as part of 5 different business verticals, Public Sector, Healthcare, Utilities, Insurance and Private sector, with over 12,000 employees and more than 100,000 customers located in 200 countries around the globe.

We need your help to keep growing and we hope you can become an integral part of the Harris family.

BU:

Harris Recording Solutions (HRS) is a leading provider of land records and document management software for county governments across the United States.

We serve County Clerks, Auditors, Recorders, and their staff — the people who keep local government running.

HRS is proud to be part of the Harris Computer family, a global provider of mission-critical software for the Public Sector, Healthcare, Utilities, and Private Sector verticals across North America, Europe, Asia, and Australia.

The opportunity for personal career growth within this global organization is significant.

Job Summary:

As a Support Specialist, you are a critical point of contact for our county government customers.

You provide expert application support, resolve complex issues, maintain strong client relationships, and act as the link between customers and internal teams.

You contribute directly to customer satisfaction, retention, and continuous service improvement.

Primary Functions:

 

Customer Support & Service Delivery

•             Provide prompt, professional, and courteous support to customers via phone, email, and our ticket portal in accordance with company policy

•             Address inquiries, complaints, and requests — owning each interaction through to resolution

•             Answer inbound calls and place outbound calls as needed to follow up, provide information, or proactively resolve open items

•             Transfer calls to the appropriate team or department when needed to fully meet customer needs

•             Maintain in-depth knowledge of HRS products and stay current on updates, new features, and process changes so you can guide customers accurately

•             Follow company policies and procedures consistently to ensure compliance and service uniformity across the team

 

Resolution & Escalation

•             Identify and resolve customer issues in a timely, efficient manner Issue Resolution & Escalation, including complex problems requiring cross-departmental collaboration with

Development, QA, DevOps, or Professional Services

•             Recognize when escalation is required, route appropriately, and follow up with the customer to confirm resolution

•             Collaborate openly with your Manager, Team Lead, and peers to ensure accurate responses and eliminate duplication of effort

 

Documentation & CRM

•             Document all calls and interactions in real time — written and system-based .

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