Support Analyst

MediSolution; Allen (TX); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Vacation policy

Health insurance

Dental insurance

Life insurance

Disability insurance

Job summary

Harris Govern in Allen, Texas, is seeking a Support Analyst to join our team. You will provide support to clients using our in-house tools, training, trade shows, and onsite client visits across Texas.

The role emphasizes strong interpersonal skills, deep technical knowledge, and proficiency with AI platforms to accelerate research, troubleshooting, and knowledge-base development.

Qualifications

• Experience providing technical support for software applications.
• Proficiency with SQL Server databases and Microsoft 365.
• Ability to use AI platforms to improve research and troubleshooting.
• Strong communication and customer service skills.

Responsibilities

• Provide support via phone, live chat, and ticket system.
• Train customers and conduct onsite client visits in Texas.
• Analyze issues and document knowledge-base articles.
• Leverage AI tools to accelerate troubleshooting and research.

Skills

SQL Server databases

Microsoft 365 suite

AI prompting & tooling

Strong communication

Tools

SSMS

In-house support tools

Job description

Support AnalystHarris Govern - Allen, TexasHarris Govern is a software provider for the property tax and appraisal industry. We place a high value on customer relationships to promote ‘customers for life’ and focus on developing collaborative, mutually beneficial partnerships with our customers and colleagues.We are currently seeking a Support Analyst to join our team!DetailsAt Harris Govern, Support Analysts are responsible for providing support services to our clients utilizing in-house support tools (phone, live chat, help ticket system), as well as customer training, trade shows, and onsite client visits. Support Analysts in this role will assist clients in the usage and understanding of our Appraisal & Tax Collection software packages used by local governmental agencies throughout the state of Texas.We are seeking a highly capable Support Analyst who combines strong interpersonal skills with deep technical knowledge and modern AI proficiency.Key Responsibilities & RequirementsDeliver exceptional written and verbal communication while establishing, building, and maintaining effective relationships with customers, prospects, and third-party partners.Demonstrate approachability, patience, strong listening skills, and the ability to thrive in a collaborative, team-oriented environment.Self-manage effectively, prioritize work, and consistently meet goals and deadlines with excellent organizational skills.Technical ExpertisePossess in-depth knowledge of the company’s expanding library of software applications, extending well beyond basic functionality into advanced features and configurations.Demonstrate solid proficiency with SQL Server databases and the Microsoft 365 suite (Teams, Word, Excel, Outlook).Analyze complex issues, establish clear priorities, anticipate potential consequences, make sound decisions, and execute with meticulous attention to detail.Proactively learn existing applications, new technologies, and evolving methodologies; adapt quickly to change and achieve proficiency rapidly.Experience providing technical support for software applications is strongly preferred.Proficient in using modern AI platforms and tools (e.g., ChatGPT, Claude, Gemini, Microsoft Copilot, or similar enterprise AI solutions).Skilled in effective AI prompting techniques, including prompt engineering, iterative refinement, and leveraging AI to accelerate research, troubleshooting, documentation, customer communication, and knowledge-base development.Ability to integrate AI tools responsibly into daily workflows to improve efficiency, accuracy, and the overall quality of customer support.This role requires a candidate who pairs traditional technical support excellence with the ability to harness AI as a force multiplier in solving problems and delivering outstanding service.What we offer?Compensation will be commensurate with experience, technical abilities, industry knowledge, and job responsibilities.Harris offers excellent fringe benefits including a generous vacation policy and health, dental, life and disability insurance.#WeAreHarrisSalary range: $60,000 - $70,000 USD per year.