Published date Posted on Indeed on Nov 22, 2021 (6 d ago)

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.
The position may occasionally require some travel and public speaking in person or to online audiences as circumstances dictate.

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 web facing Accounting applications is a plus.
  • Familiarity with writing SQL statements and knowledge of Windows Active Directory 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

Reference ID: R0013719

Job Type: Full-time

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Monday to Friday

Education:

  • High school or equivalent (Preferred)

Experience:

  • Help desk: 2 years (Preferred)
  • SQL: 2 years (Preferred)

Work Remotely:

  • Yes

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