Remote Support Analyst: AI‑Driven Customer Solutions

MediSolution; Northern (KY); Hybrid; USD 50,000 - 55,000; Full time

Job summary

Harris Computer is seeking a driven Support Analyst to join our remote, fast-paced team. You will diagnose technical issues, provide solutions, and ensure a seamless experience with our software products while supporting customers as the frontline responder.

In this fully remote role, you’ll report to the Manager, Support Services, handle tickets from intake to resolution, collaborate with cross-functional teams, and leverage AI tools to improve efficiency and accuracy while maintaining strong

Qualifications

• 2+ years in technical support or customer service
• BS/BA degree in a related field
• Strong troubleshooting and analytical skills
• Excellent written and verbal communication skills
• Customer-focused and patient approach
• Strong organization and time-management skills
• Team player willing to share knowledge and support team goals

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

Technical support

Troubleshooting

Communication

Remote work

Time management

Team player

Customer service

Education

Bachelor's degree or equivalent

Tools

TeamSupport

Jira

SQL

APIs

CRM systems

Job description

Harris Computer is seeking a driven Support Analyst to join our remote, fast-paced team. You will diagnose technical issues, provide solutions, and ensure a seamless experience with our software products while supporting customers as the frontline responder.

In this fully remote role, you’ll report to the Manager, Support Services, handle tickets from intake to resolution, collaborate with cross-functional teams, and leverage AI tools to improve efficiency and accuracy while maintaining strong