Remote Support Analyst: AI-Driven Customer Solutions

Harris Computer; Maine; On-site; USD 50,000 - 55,000; Full time

Job summary

Harris Computer is seeking a remote Support Analyst to serve as the frontline for customer issue resolution across our software products. You will diagnose, document, and solve technical problems, communicating clearly with customers and internal teams while leveraging AI-powered tools to triage and accelerate responses.

This role is fully remote, full-time, and reports to the Manager, Support Services. A background in technical support and strong communication are essential.

Qualifications

• 2+ years of experience in technical support, software support, or customer service.
• BS/BA degree in a related business or technical field, or equivalent industry experience.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Strong troubleshooting and analytical skills, with the discipline to investigate beyond the immediate symptom.

Responsibilities

• Own assigned customer tickets from intake through resolution, including timely responses, clear status updates, and accurate documentation.
• Diagnose and resolve functional, configuration, data, and software issues by asking effective questions, reproducing problems, and identifying root causes.
• Escalate complex issues to Development, QA, or Product with complete findings, reproduction steps, and actions already attempted.
• Communicate technical information clearly and manage customer expectations throughout the resolution process.
• Learn, implement, and deliver training on our software applications to both customers and internal stakeholders.
• Create and maintain knowledge-base content, including solutions, procedures, and best practices that improve customer self-service.
• Identify recurring issues and product or process gaps, and share trends with the appropriate teams.
• Identify and communicate additional revenue or upsell opportunities to the appropriate internal teams.
• Collaborate with Support colleagues and cross-functional partners, sharing knowledge and contributing to testing when needed.

Skills

AI Tools Proficiency

Customer Support

Troubleshooting

Communication

Remote Work

Education

BS/BA in related field

Tools

Microsoft Copilot

ChatGPT

Google Gemini

Claude

Salesforce Einstein

Zendesk AI

Jira

TeamSupport

Job description

Harris Computer is seeking a remote Support Analyst to serve as the frontline for customer issue resolution across our software products. You will diagnose, document, and solve technical problems, communicating clearly with customers and internal teams while leveraging AI-powered tools to triage and accelerate responses.

This role is fully remote, full-time, and reports to the Manager, Support Services. A background in technical support and strong communication are essential.