Remote Support Specialist — SQL & Product Expert

Harris Computer; Lincoln (NE); Hybrid; USD 34,000 - 39,000; Full time

Job summary

Harris Computer is seeking a Support Specialist to provide application support to customers, answer complex questions, and contribute to our knowledge base. You will work closely with the R&D team to investigate, manage, track, and close client issues related to database and application functionality.

Responsibilities include assisting customers, documenting processes, training users, and collaborating to document enhancements and resolve defects.

Qualifications

• 3+ years in a customer service role.
• Excellent interpersonal, written, and oral communication skills.
• Able to manage multiple priorities in a fast-paced environment.
• Professional and friendly attitude with the ability to quickly develop rapport with customers over the phone.
• Ability to learn and navigate new software quickly.
• Typing skills and computer proficiency.

Responsibilities

• Work directly or indirectly with customers to provide services and help resolve user issues.
• Assess software scenarios, review configuration, setup, and code to identify resolutions or escalate per guidelines.
• Report detailed information in the client tracking system and document processes, routines, and programs.
• Collaborate with team members to exchange knowledge through training sessions and produce documentation.
• Create and conduct training for customers on functionality and best practices, including at user conferences.
• Collaborate with customers and product/engineering teams to document enhancements and determine causes of defects.
• Work with Account Managers to process and track contracted services.
• Review all technical support related processes and documentation for continuous improvement.

Skills

Customer service

Communication

Typing

Tools

SQL

Excel

Crystal Reports

Job description

Harris Computer is seeking a Support Specialist to provide application support to customers, answer complex questions, and contribute to our knowledge base. You will work closely with the R&D team to investigate, manage, track, and close client issues related to database and application functionality.

Responsibilities include assisting customers, documenting processes, training users, and collaborating to document enhancements and resolve defects.