Support Analyst

SUPPORT ANALYST

Fully Remote  |  Full-Time  |  Customer Support  |  Reports to Manager, Support Services |

About the Role

Harris Computer is looking for a driven, tech-savvy Support Analyst to join our growing team.

In this role, you'll be the front line of support for our customers — diagnosing technical issues, providing solutions, and ensuring a seamless experience with our software products.

You'll report to the Manager, Support Services, and work in a fully remote, fast-paced environment where problem-solving, clear communication, and modern tools, including AI, are part of daily work.

If you thrive on solving problems and are passionate about customer success, we want to hear from you.

Why Join Us


* Work fully remote, with a supportive team and manager invested in your growth


* Build deep expertise in mission-critical software used by customers who depend on it every day


* Grow your technical and customer-facing skills, with a clear path to take on more complex, high-impact issues

Core Responsibilities


* Own assigned customer tickets from intake through resolution, including timely responses, clear status updates, and accurate documentation


* Diagnose and resolve functional, configuration, data, and software issues by asking effective questions, reproducing problems, and identifying root causes


* Escalate complex issues to Development, QA, or Product with complete findings, reproduction steps, and actions already attempted


* Communicate technical information clearly and manage customer expectations throughout the resolution process


* Learn, implement, and deliver training on our software applications to both customers and internal stakeholders


* Create and maintain knowledge-base content, including solutions, procedures, and best practices that improve customer self-service


* Identify recurring issues and product or process gaps, and share trends with the appropriate teams


* Identify and communicate additional revenue or upsell opportunities to the appropriate internal teams


* Collaborate with Support colleagues and cross-functional partners, sharing knowledge and contributing to testing when needed

AI Tools & Proficiency

As part of our commitment to innovation, we expect Support Analysts to use AI tools as a core part of their daily workflow, always validating outputs and following company data and privacy requirements.

Required:


* Demonstrated experience using AI-powered productivity tools (e.g., Microsoft Copilot, ChatGPT, Google Gemini, Claude) to draft communications, summarize issues, or research solutions


* Ability to use AI tools to triage, document, and resolve customer support tickets more efficiently


* Comfort working alongside AI-assisted support platforms, including chatbots and automated ticketing suggestions

Preferred:


* Basic understanding of prompt engineering — crafting clear, effective prompts to get high-quality outputs ...