Support Analyst

Full-time

North Carolina, NC

Professional, Scientific, and Technical Services

About the position

Harris Local Government is seeking a Support Analyst to join our team! In this role, you will provide support for our Local Government Financial/Utility software. This involves answering complex questions on the function and usage of our products. This person will also serve as primary support liaison between company and customer and will work closely with the Client Services Team Lead and be supported by a great team, in providing exceptional customer service and development support.

Responsibilities

• Operate as a front line, primary support liaison between Harris Local Government and our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
• Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
• Report detailed information within the ticket tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
• Regularly review the database of submitted items 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
• Maximize and maintain current knowledge and awareness of applications and related technologies

Requirements

• Ability to present Support webinars, both internally to staff as well as to customers via the Web
• Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
• Ability to interpret requirements, and recommend solutions that best address clients' needs
• Excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively
• Strong ability to multi-task and prioritize work effectively
• Exceptional attention to detail and the ability to grasp concepts quickly

Benefits

• An attractive compensation package
• A casual work environment including remote options
• Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)
• Paid Vacation