Software Support Specialist

Harris; Deutschland; Remote; EUR 57.000 - 65.000; Vollzeit

Zusammenfassung

Harris is seeking a technically skilled customer-support professional in Germany to provide technical phone support, document all communications, and diagnose software issues. You will install and update product and third-party applications, train on various software, and identify opportunities for additional revenue streams.

The role requires 1–2 years in a tech customer-service environment, familiarity with CRM platforms, and experience with Microsoft 365, Teams, and VOIP systems.

Qualifikationen

• 1-2 years customer service experience in a technical environment is required
• Familiarity with using CRM Platforms to document all customer communication
• History of use with Microsoft 365, Teams, and VOIP systems preferred
• Demonstrated ability to leverage AI-assisted tools to improve research, documentation, troubleshooting, and overall productivity
• Ability to identify customer business challenges and communicate opportunities for process improvement, automation, or AI-driven solutions
• Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support
• Ability to analyze customer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions
• Strong organizational skills with the ability to prioritize competing demands while maintaining attention to detail
• Commitment to continuous learning and adoption of emerging technologies and best practices
• Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams

Aufgaben

• Technical phone support to customers
• Documentation of all customer communication through internal ticketing system, Team Support.
• Diagnosing software issues and bugs, performing fixes; collaborating with technical support and software development teams to resolve problems promptly
• Installing and updating product applications, integrated 3rd party applications and operating system and/or database applications
• Learning, understanding, implementing and training on a variety of software applications
• Identification and communication of additional revenue streams/opportunities
• Providing regular and timely status reports and progress of assigned work to the Manager of Support Services

Kenntnisse

Customer service mindset

Technical troubleshooting

Effective communication

AI-assisted tools

Automation opportunities

Cross-functional collaboration

Tools

CRM Platforms

Microsoft 365

Teams

VOIP systems

Jobbeschreibung

Core responsibilities of the position include, but are not limited to, the following:

• Technical phone support to customers
• Documentation of all customer communication through internal ticketing system, Team Support.
• Diagnosing software issues and bugs, performing an appropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems in a timely, efficient and effective manner.
• Installing and updating product applications, integrated 3rd party applications and operating system and/or database applications
• Learning, understanding, implementing and training on a variety of software applications
• Identification and communication of additional revenue streams/opportunities
• Providing regular and timely status reports and progress of assigned work to the Manager of Support Services

Essential Qualifications:

The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes:

• 1-2 years customer service experience in a technical environmentrequired
• Experience working within or as a vendor for local government tax appraisal, assessment and collection groups a plus
• Familiarity with using CRM Platforms to document all customer communication
• History of use with Microsoft 365, Teams, and VOIP systems preferred
• Demonstrated ability to leverage AI-assisted tools to improve research, documentation, troubleshooting, and overall productivity.
• Ability to identify customer business challenges and communicate opportunities for process improvement, automation, or AI-driven solutions.
• Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support.
• Ability to analyze customer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions.
• Strong organizational skills with the ability to prioritize competing demands while maintaining attention to detail.
• Commitment to continuous learning and adoption of emerging technologies and best practices.
• Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams.

Salary range: $65,000 - $75,000 USD per year.