Software Support Specialist

Harris Computer; United States; On-site; USD 65,000 - 75,000; Full time

Job summary

Harris Computer is seeking a technical support specialist to provide phone support to customers in the United States. You will document communications in the internal system, diagnose software issues, and collaborate with development teams to resolve problems promptly.

You will install and update product applications and third-party integrations while learning new software and driving process improvements with AI tools.

Qualifications

• 1-2 years customer service experience in a technical environment required.
• Experience with CRM Platforms to document all customer communication.
• Familiarity with Microsoft 365, Teams, and VOIP systems preferred.
• Demonstrated ability to leverage AI-assisted tools to improve research, documentation, troubleshooting, and productivity.

Responsibilities

• Provide technical phone support to customers.
• Document all customer communication through internal ticketing system, Team Support.
• Diagnose software issues and bugs; coordinate with Support/Development to resolve problems.
• Install and update product applications and integrated 3rd party and database apps.
• Learn, implement and train on a variety of software applications.
• Identify opportunities for additional revenue streams.

Skills

Customer service

Active listening

Tools

CRM Platforms

Microsoft 365

Teams

VOIP systems

AI-assisted tools

Job description

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

• Technical phone support to customers
• Documentation of all customer communication through internal ticketing system, Team Support.
• Diagnosing software issues and 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, implementing and training on a variety of software applications
• Identification and communication of additional revenue 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, aptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes:

• 1-2 years customer service experience in a technical environment required
• Experience working within or as a vendor for local government 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 to analyze customer workflows 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.