Remote Support Analyst: AI‑Driven Customer Solutions

MediSolution

Northern (KY)

Hybrid

USD 50,000 - 55,000

Full time

3 days ago

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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