Remote Support Specialist — SQL & Tax Software

Harris Computer; Utah; Remote; USD 34,000 - 39,000; Full time

Benefits offered by this job

Comprehensive benefits

Casual work environment

Job summary

Harris Computer is seeking a Support Specialist to assist customers with application usage, troubleshoot complex questions, and contribute to knowledge base efforts. You will liaise between customers and internal teams, analyzing database and application functionality, and escalating issues as needed.

You will help create training materials, collaborate with product and engineering, and support contracted services while maintaining quality documentation and processes across a remote or office

Qualifications

• 3+ years' experience in Customer Service Role
• Excellent interpersonal, written, and oral communication skills
• Excellent listening skills and the ability to ask probing questions, understand concerns, overcome objectives and resolve problems
• Strong work ethic and self-starter, ability to work independently and as a team player
• Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess professional and friendly attitude and be able to quickly develop a 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 a variety of software scenarios, reviewing software configuration, setup, and software code to identify the correct resolution or escalates according to guidelines
• Report detailed information within the client tracking system and document processes, routines, and programs by following defined guidelines and team goals
• Work closely with other team members, exchanging knowledge through training sessions and producing documentation
• Create and conduct training for customers on functionality and best practices for products, including at user conferences
• Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software 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

T-SQL

Relational databases

Property tax software knowledge

SQL

Excel

Crystal Reports

Tools

SQL

Crystal Reports

Excel

Job description

Harris Computer is seeking a Support Specialist to assist customers with application usage, troubleshoot complex questions, and contribute to knowledge base efforts. You will liaise between customers and internal teams, analyzing database and application functionality, and escalating issues as needed.

You will help create training materials, collaborate with product and engineering, and support contracted services while maintaining quality documentation and processes across a remote or office