Wincap Support Analyst

Harris Computer•New York, NY

36d•$55,000 - $70,000•Remote

About The Position

Harris School Solutions is seeking a Support Analyst to join our WinCap support team. The successful candidate will provide application support to customers for our WinCap School Financial Management software product line, assisting with complex questions related to its function and usage. In this role, you will work closely with the Director of Client Services and be supported by a great team in providing exceptional customer service and development support. This position is budgeted for a starting salary between $55,000 - $70,000/year based on experience. What your impact will be: Operate as a frontline, primary support liaison for WinCap clients, while effectively responding to inquiries received by phone and electronically submitted support tickets. Handle escalated support tickets; working directly with customers to provide services and help resolve problems. Provide trainings for client webinars and user groups. Manage requests for bug fixes and software enhancements. Recognize issues within the application, escalating to development when needed. Use discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns. Collect detailed information to categorize request in order to determine method of resolution and create processes and guides. Demonstrate excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively. Exercise sound professional judgment in analysis of problem in order to: (1) attempt solution by phone, or (2) decide proper level of maintenance required to solve problem. Other duties as assigned.

Requirements

Bachelor's degree in accounting or equivalent work experience.
Experience with Fund Accounting for NYS BOCES and school districts
Outstanding customer service and organizational skills.
Exceptional analytical, troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Positive, results oriented mindset.

Nice To Haves

Prior experience in a NYS school district or BOCES business office
Knowledge of BOCES Services and BOCES Aid filings and calculations
General accounting experience within NYS BOCES and School Districts
Application Support experience

Responsibilities

Operate as a frontline, primary support liaison for WinCap clients, while effectively responding to inquiries received by phone and electronically submitted support tickets.
Handle escalated support tickets; working directly with customers to provide services and help resolve problems.
Provide trainings for client webinars and user groups.
Manage requests for bug fixes and software enhancements.
Recognize issues within the application, escalating to development when needed.
Use discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
Collect detailed information to categorize request in order to determine method of resolution and create processes and guides.
Demonstrate excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively.
Exercise sound professional judgment in analysis of problem in order to: (1) attempt solution by phone, or (2) decide proper level of maintenance required to solve problem.
Other duties as assigned.