Support Analyst

Support AnalystHarris Computer is looking for a driven, tech-savvy Support Analyst to join our growing team. In this role, you'll be the front line of support for our customers — diagnosing technical issues, providing solutions, and ensuring a seamless experience with our software products. You'll report to the Manager, Support Services, and work in a fully remote, fast-paced environment where problem-solving, clear communication, and modern tools, including AI, are part of daily work.

If you thrive on solving problems and are passionate about customer success, we want to hear from you.Why Join UsWork fully remote, with a supportive team and manager invested in your growthBuild deep expertise in mission-critical software used by customers who depend on it every dayGrow your technical and customer-facing skills, with a clear path to take on more complex, high-impact issuesCore ResponsibilitiesOwn assigned customer tickets from intake through resolution, including timely responses, clear status updates, and accurate documentationDiagnose and resolve functional, configuration, data, and software issues by asking effective questions, reproducing problems, and identifying root causesEscalate complex issues to Development, QA, or Product with complete findings, reproduction steps, and actions already attemptedCommunicate technical information clearly and manage customer expectations throughout the resolution processLearn, implement, and deliver training on our software applications to both customers and internal stakeholdersCreate and maintain knowledge-base content, including solutions, procedures, and best practices that improve customer self-serviceIdentify recurring issues and product or process gaps, and share trends with the appropriate teamsIdentify and communicate additional revenue or upsell opportunities to the appropriate internal teamsCollaborate with Support colleagues and cross-functional partners, sharing knowledge and contributing to testing when neededAI Tools & ProficiencyAs part of our commitment to innovation, we expect Support Analysts to use AI tools as a core part of their daily workflow, always validating outputs and following company data and privacy requirements.Required:Demonstrated experience using AI-powered productivity tools (e.g., Microsoft Copilot, ChatGPT, Google Gemini, Claude) to draft communications, summarize issues, or research solutionsAbility to use AI tools to triage, document, and resolve customer support tickets more efficientlyComfort working alongside AI-assisted support platforms, including chatbots and automated ticketing suggestionsPreferred:Basic understanding of prompt engineering — crafting clear, effective prompts to get high-quality outputs from AI toolsExperience contributing to or maintaining an AI-assisted knowledge baseFamiliarity with AI integrations within CRM or helpdesk platforms (e.g., Salesforce Einstein, Zendesk AI)What We Are Looking For:2+ years of experience in technical support, software support, or customer serviceBS/BA degree in a related business or technical field, or equivalent industry experienceStrong troubleshooting and analytical skills, with the discipline to investigate beyond the immediate symptomExcellent written and verbal communication skills, including the ability to explain technical concepts to non-technical usersCustomer-focused, professional, and patient approach, with the ability to build trust and remain composed under pressureStrong organization and time-management skills, with the ability to manage multiple priorities independently in a remote environmentTeam player who is willing to share knowledge, seek help, and support team goalsWhat Would Make You Stand Out:Experience with local government, municipal finance, taxation, or related public-sector workflowsExperience with ticketing and work-management platforms such as TeamSupport or JiraWorking knowledge of SQL, databases, APIs, or reporting toolsExperience creating knowledge-base articles, technical documentation, or customer training contentSalary range: $50,000 - $55,000 USD per year.AAP/EEO StatementHarris Computer is an EEO/AA/Disability/Vets Employer.Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.