Remote Technical Support Analyst | AI-Driven Solutions

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

Job summary

Harris Computer is seeking a proactive Support Analyst for a fully remote, full-time role in the United States. You will diagnose and resolve customer issues, document steps, and communicate clearly while leveraging AI tools to triage and resolve tickets.

Preferred candidates bring 2+ years in tech support, a BS/BA in a related field, and strong problem-solving, communication, and teamwork capabilities in a remote setting.

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.
• Strong organization and time-management skills, with the ability to manage multiple priorities independently in a remote environment.
• Team player who is willing to share knowledge, seek help, 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.

Skills

Troubleshooting

Analytical skills

Written and verbal communication

Remote work discipline

Education

BS/BA degree in related field

Tools

Microsoft Copilot

ChatGPT

Google Gemini

Claude

Salesforce Einstein

Zendesk AI

TeamSupport

Jira

Job description

Harris Computer is seeking a proactive Support Analyst for a fully remote, full-time role in the United States. You will diagnose and resolve customer issues, document steps, and communicate clearly while leveraging AI tools to triage and resolve tickets.

Preferred candidates bring 2+ years in tech support, a BS/BA in a related field, and strong problem-solving, communication, and teamwork capabilities in a remote setting.