Offer summary

Qualifications:

Experience in a customer service role is preferred., Excellent listening skills and ability to resolve problems effectively., Strong work ethic with the ability to work independently and as part of a team., Proficiency in typing and computer skills, with a willingness to learn new software..

Key responsabilities:

Provide application support to customers by answering complex questions and assisting with documentation.

Investigate, manage, track, and close client support issues related to the application.

Document customer interactions using the support ticketing system and monitor open tickets.

Collaborate with team members to exchange knowledge and submit bug fixes or software enhancements.

Job description

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.

Employee will work 8:00am - 5:00pm Central Time.

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 Accounting applications 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

Required profile