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