Remote Support Analyst with AI Tools

Harris Computer; United States; Remote; CAD 71,000 - 79,000; Full time

Job summary

Harris Computer is seeking a driven Support Analyst to join our fully remote team. You will diagnose and resolve technical issues, document outcomes, and provide excellent customer support for our software products.

You will collaborate with cross-functional teams and leverage AI tools to improve ticket triage and knowledge base content. Requirements include 2+ years in technical support or customer service, a BS/BA degree, and strong communication skills.

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.

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

Customer service

Troubleshooting

Communication

Education

BS/BA degree

Tools

Jira

Salesforce Einstein

Zendesk AI

TeamSupport

Job description

Harris Computer is seeking a driven Support Analyst to join our fully remote team. You will diagnose and resolve technical issues, document outcomes, and provide excellent customer support for our software products.

You will collaborate with cross-functional teams and leverage AI tools to improve ticket triage and knowledge base content. Requirements include 2+ years in technical support or customer service, a BS/BA degree, and strong communication skills.