Support Specialist

Harris Computer•Washington, DC

3d•$22 - $25•Remote

About The Position

As a Support Specialist, you will be a crucial point of contact for our customers, providing expert application support and ensuring their satisfaction. You'll handle complex inquiries, contribute to our knowledge base, and act as a vital link between our customers and internal teams, helping to maintain strong relationships and drive continuous improvement. What you will be doing Provide prompt, professional, and courteous assistance to customers via phone, email, chat, or in-person. Address customer inquiries, complaints, and requests, ensuring customer satisfaction and positive experiences. Maintain in-depth knowledge of the company’s products or services to provide accurate information and guidance to customers. Stay updated on product updates, promotions, and new offerings to inform and assist customers effectively. Identify and resolve customer issues, complaints, or concerns in a timely and efficient manner. Collaborate with other departments (e.g., technical support, billing) to resolve complex problems and provide solutions. Actively listen to customers to gather feedback on their experiences and suggest improvements to products, services, or processes. Document customer feedback and report recurring issues or trends to management for further action. Accurately enter customer data and interactions into the company’s customer relationship management (CRM) system or database. Ensure that all customer interactions are logged and tracked for follow-up and service improvements. Identify issues that require escalation and ensure they are passed on to the appropriate team or supervisor for resolution. Follow up with customers after escalation to ensure their concerns have been addressed. Build and maintain strong relationships with customers by providing exceptional service and personalized attention. Ensure customer loyalty by ensuring satisfaction with every interaction, fostering trust, and encouraging repeat business. Work with other customer service representatives and departments to share knowledge, solve problems, and ensure smooth service delivery. Contribute to team meetings or training sessions to discuss challenges and share best practices. Follow company policies and procedures for handling customer inquiries, complaints, and orders to ensure consistency and compliance. Stay informed about any changes in policies, products, or services to accurately communicate information to customers. Perform other tasks and assignments as needed. What we are looking for 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. Benefits 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 Harris Computer 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! Instagram: @weareharris LinkedIn: Harris Computer Salary Range The hiring range for this role is $22 to $25 USD per hour. Final compensation will be based on experience, skills, market conditions, and internal equity. 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. Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.

Requirements

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.

Responsibilities

Provide prompt, professional, and courteous assistance to customers via phone, email, chat, or in-person.
Address customer inquiries, complaints, and requests, ensuring customer satisfaction and positive experiences.
Maintain in-depth knowledge of the company’s products or services to provide accurate information and guidance to customers.
Stay updated on product updates, promotions, and new offerings to inform and assist customers effectively.
Identify and resolve customer issues, complaints, or concerns in a timely and efficient manner.
Collaborate with other departments (e.g., technical support, billing) to resolve complex problems and provide solutions.
Actively listen to customers to gather feedback on their experiences and suggest improvements to products, services, or processes.
Document customer feedback and report recurring issues or trends to management for further action.
Accurately enter customer data and interactions into the company’s customer relationship management (CRM) system or database.
Ensure that all customer interactions are logged and tracked for follow-up and service improvements.
Identify issues that require escalation and ensure they are passed on to the appropriate team or supervisor for resolution.
Follow up with customers after escalation to ensure their concerns have been addressed.
Build and maintain strong relationships with customers by providing exceptional service and personalized attention.
Ensure customer loyalty by ensuring satisfaction with every interaction, fostering trust, and encouraging repeat business.
Work with other customer service representatives and departments to share knowledge, solve problems, and ensure smooth service delivery.
Contribute to team meetings or training sessions to discuss challenges and share best practices.
Follow company policies and procedures for handling customer inquiries, complaints, and orders to ensure consistency and compliance.
Stay informed about any changes in policies, products, or services to accurately communicate information to customers.
Perform other tasks and assignments as needed.