Software Support Specialist

Harris Computer; United States; Remote; USD 65.000 - 75.000; Vollzeit

Zusammenfassung

Harris Computer is seeking a Technical Support Specialist to provide frontline technical phone support, document customer communications in Team Support, and collaborate with engineering teams to resolve issues efficiently. The role emphasizes diagnosing software issues, installing product applications and integrated third-party apps, and training on a variety of software.

You will drive automation opportunities and work across Support, Development, Professional Services, and Product Management

Qualifikationen

• 1–2 years customer service experience in a technical environment (required).
• Experience with or as a vendor for local government tax appraisal, assessment, and collection groups is a plus.
• Familiarity with using CRM platforms to document all customer communication.
• History of use with Microsoft 365, Teams, and VOIP systems preferred.
• Ability to leverage AI-assisted tools to improve research, documentation, troubleshooting, and productivity.
• Ability to identify customer business challenges and communicate automation or AI-driven solutions.
• Proven ability to build trusted relationships with customers through active listening and professionalism.
• Ability to analyze customer workflows and identify repetitive tasks for automation.
• Strong organizational skills and attention to detail.
• Commitment to continuous learning and adopting emerging technologies.
• Ability to collaborate across Support, Development, Professional Services, and Product Management teams.

Aufgaben

• Technical phonesupport to customers.
• Documentation of all customer communication through internal ticketing system, Team Support.
• Diagnosing software issues and bugs and coordinating fixes with technical teams.
• Installing and updating product applications and integrated third-party apps and/or databases.
• Learning, understanding, implementing, and training on a variety of software applications.
• Identification and communication of additional revenue streams/opportunities.
• Providing regular status reports and progress to the Manager of Support Services.

Kenntnisse

Customer service

Technical support

CRM platforms

Microsoft 365

Teams

VOIP systems

AI-assisted tools

Process improvement

Automation

Active listening

Relationship building

Cross-functional collaboration

Documentation

Tools

CRM Platforms

Microsoft 365

Teams

VOIP systems

Jobbeschreibung

Core responsibilities of the position include, but are not limited to, the following:

• Technical phonesupport to customers

• Documentation of all customer communication through internal ticketing system, Team Support.

• Diagnosing software issuesand bugs,performing appropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems in a timely, efficient and effective manner.

• Installing and updating product applications, integrated 3rd party applications and operating system and/or database applications

• Learning, understanding,implementingand training on a variety of software applications

• Identification and communication ofadditionalrevenue streams/opportunities

• Providing regular and timely status reports and progress of assigned work to the Manager of Support Services

Essential Qualifications:

The desired candidate must possess a high level of initiative, aptitudeandenergyinorder tosucceed in a fast-paced environment. We also desireseveral of the following attributes:

• 1-2 years customerservice experience in a technical environment required

• Experience working within or as a vendor for localgovernment tax appraisal, assessment and collection groups a plus

• Familiarity with using CRM Platforms to document all customer communication

• History of use with Microsoft 365, Teams, and VOIP systems preferred

• Demonstrated ability to leverage AI-assisted tools to improve research, documentation, troubleshooting, and overall productivity.

• Ability to identify customer business challenges and communicate opportunities for process improvement, automation, or AI-driven solutions.

• Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support.

• Ability toanalyzecustomerworkflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions.

• Strong organizational skills with the ability to prioritize competing demands while maintaining attention to detail.

• Commitment to continuous learning and adoption of emerging technologies and best practices.

• Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams.

Salary range: $65,000 - $75,000 USD per year.