Remote Support Analyst — AI-Powered Customer Solutions

Harris Computer; United States; Remote; USD 50,000 - 55,000; Full time

Benefits offered by this job

Fully remote environment

Supportive manager and growth

Job summary

Harris Computer is seeking a motivated Support Analyst to join our fully remote team. You will be on the front line, diagnosing technical issues, providing solutions, and ensuring a seamless experience with our software products while using AI tools to triage and resolve tickets.

You will own tickets from intake to resolution, escalate complex cases appropriately, and contribute to knowledge bases and training for customers and internal teams.

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.
• Strong troubleshooting and analytical skills, with the discipline to investigate beyond the immediate symptom.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
• Customer-focused, professional, and patient approach, with the ability to build trust and remain composed under pressure.

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

Troubleshooting

Analytical thinking

Communication

Education

BS/BA degree in related field

Tools

Salesforce Einstein

Zendesk AI

Job description

Harris Computer is seeking a motivated Support Analyst to join our fully remote team. You will be on the front line, diagnosing technical issues, providing solutions, and ensuring a seamless experience with our software products while using AI tools to triage and resolve tickets.

You will own tickets from intake to resolution, escalate complex cases appropriately, and contribute to knowledge bases and training for customers and internal teams.