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. In this role, you’ll be a key partner to our customers, providing high‑quality technical support for our NextGen software solutions while helping drive continuous improvement across our support processes.
This position is ideal for someone who enjoys problem‑solving, values strong customer relationships, and wants to make a meaningful impact in school district operations.
Key Responsibilities
Customer Support

Respond to customer support tickets accurately and efficiently, resolving issues and guiding users to successful outcomes.
Ensure a high level of customer satisfaction through clear communication and timely follow‑up.

Technical Troubleshooting

Diagnose and resolve software‑related issues related to NextGen solutions.
Escalate complex or recurring issues appropriately, providing thorough documentation to support resolution.

Documentation & Knowledge Management

Create, maintain, and enhance internal knowledge base articles and support documentation.
Contribute to consistent, accurate responses across the Support Services team. Customer Engagement

Communicate professionally and empathetically with clients to understand their needs, provide updates, and build trust.
Translate technical concepts into clear, user‑friendly explanations.

Training & Onboarding Support

Assist with onboarding and training for new team members and customers.
Help ensure training materials and processes remain clear, accurate, and consistent.

Process Improvement

Use data, feedback, and experience to identify inefficiencies in support workflows.
Propose and support improvements that enhance team effectiveness and customer experience.

Billing & Renewals Assistance

Support the team in responding to customer billing questions and renewal‑related inquiries as needed.

This is a fully remote job and the ideal candidate will be comfortable in this environment. An ideal candidate needs to be self driven and comfortable learning new things.

Qualifications

Associate’s or Bachelor’s degree in a related field, or equivalent professional experience.
2+ years of experience in a technical support or customer service role, preferably in a software environment.
Experience with financial software—especially in a school district or education setting—is strongly preferred.
Strong problem‑solving and analytical skills.
Excellent written and verbal communication skills.
Familiarity with support ticketing systems and remote troubleshooting tools.

Desired Qualities

Empathy and approachability in customer interactions.
Initiative and curiosity to learn new systems and improve processes.
Ability to work effectively both independently and as part of a collaborative team.
Strong organizational skills and attention to detail.