Senior Support Escalation Specialist

Harris Computer•Winston-Salem, IN

3d•Remote

About The Position

Senior Support Escalation Specialist This professional will play a vital role in providing advanced technical assistance, mentoring junior support members, and contributing to the continuous improvement of our support processes. They will possess a proven technical background, exceptional problem-solving skills, and a commitment to delivering outstanding customer service. There may be some travel required for the role. Responsibilities Assist in resolving product or escalated service problems by clarifying the customer's complaint. Coordinate with team lead and/or manager to gather important customer feedback. Create opportunities for upsells and or cross-sells that can be referred to the Sales Team. Provide top-notch services that will delight customers to assist with the continuous improvement of web applications. Ensure proper escalation to internal stakeholders when needed. Handle support calls or tickets. Installing and updating product line applications, integrated 3rd party applications, and operating system and/or database applications. Exercise sound professional judgment in investigating technical problems. Collects detailed information to categorize requests to establish a method of resolution. Documentation of all customer communication through tickets. Requirements Bachelor's degree in Business Administration or relevant, or relevant experience 3+ years of experience in a customer support role Ability to gather and examine data to assist with support issues and provide action items for others in the organization. Proven computer skills and comfortable using online technologies. Experience working with novice computer users and patience. 1+ year(s) of customer service experience in a technical environment or relevant experience Proven problem- solving abilities Proven verbal skills and exceptional written skills Experience in technical documentation Ability to multi-task effectively Work well autonomously What We Offer 3 weeks' vacation and 5 personal days Comprehensive medical, dental, and vision benefits starting from your first day Employee stock ownership and RRSP/401k matching programs Lifestyle rewards Remote work and more About Us Harris Computer is a leading provider of software solutions for the utility, local government, and education industries. Our mission is to provide our customers with software that helps them operate more efficiently and effectively. We are committed to delivering exceptional customer service and support, and we are always looking for talented individuals to join our team. Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at [email protected] This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Requirements

Bachelor's degree in Business Administration or relevant, or relevant experience
3+ years of experience in a customer support role
Ability to gather and examine data to assist with support issues and provide action items for others in the organization.
Proven computer skills and comfortable using online technologies.
Experience working with novice computer users and patience.
1+ year(s) of customer service experience in a technical environment or relevant experience
Proven problem- solving abilities
Proven verbal skills and exceptional written skills
Experience in technical documentation
Ability to multi-task effectively
Work well autonomously

Responsibilities

Assist in resolving product or escalated service problems by clarifying the customer's complaint.
Coordinate with team lead and/or manager to gather important customer feedback.
Create opportunities for upsells and or cross-sells that can be referred to the Sales Team.
Provide top-notch services that will delight customers to assist with the continuous improvement of web applications.
Ensure proper escalation to internal stakeholders when needed.
Handle support calls or tickets.
Installing and updating product line applications, integrated 3rd party applications, and operating system and/or database applications.
Exercise sound professional judgment in investigating technical problems.
Collects detailed information to categorize requests to establish a method of resolution.
Documentation of all customer communication through tickets.