Remote Technical Support Specialist

Harris Computer; Provo (UT); Hybrid; USD 34,000 - 39,000; Full time

Job summary

Harris Computer is seeking a Support Specialist to provide application support to customers, handling complex questions about our products and contributing to knowledge base creation. The role involves liaising with R&D, troubleshooting database and application issues, and producing documentation.

You will train customers, collaborate with product and engineering teams on enhancements, and assist Account Managers with contracted services while seeking continuous improvement in processes.

Qualifications

• 3+ years of experience in a customer service role.
• Excellent interpersonal, written, and oral communication skills.
• Strong listening skills with ability to ask probing questions and resolve problems.
• Ability to work independently and as part of a team.
• Ability to manage multiple priorities in a fast-paced environment.
• Professional and friendly attitude; quick rapport with customers.
• Able 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 resolution or escalation.
• Document processes and report details in client tracking system per guidelines.
• Collaborate with team members and document knowledge for others.
• Create and conduct training for customers on functionality and best practices.
• Collaborate with product/engineering teams to document enhancements and defect resolutions.
• Work with Account Managers to process and track contracted services.
• Review support processes and documentation for continuous improvement.

Skills

Customer service

Communication

Active listening

Team player

Time management

Typing

Problem solving

Tools

SQL

Excel

Crystal Reports

Job description

Harris Computer is seeking a Support Specialist to provide application support to customers, handling complex questions about our products and contributing to knowledge base creation. The role involves liaising with R&D, troubleshooting database and application issues, and producing documentation.

You will train customers, collaborate with product and engineering teams on enhancements, and assist Account Managers with contracted services while seeking continuous improvement in processes.