Support Specialist

Harris Computer; Austin (TX); Remote; USD 34,000 - 39,000; Full time

Job summary

Harris Computer's Aumentum Technologies support team is seeking a Support Specialist to provide application support to customers, answer complex questions, contribute to the knowledge base, and act as a liaison between customers and our product and R&D teams.

The role requires 3+ years in customer service, strong communication, and experience with SQL/T-SQL, Excel, and Crystal Reports. Remote or office-based in Austin, TX, with opportunities to train customers and collaborate across teams.

Qualifications

• 3+ years in a customer service role.
• Excellent communication and listening skills.
• Ability to work independently and as part of a team.
• Experience with software support and user training.
• Familiarity with data privacy and security policies.

Responsibilities

• Assist customers to resolve user issues and provide services.
• Assess software scenarios, review configurations, and escalate per guidelines.
• Document processes and report details in the client tracking system.
• Collaborate with team members and produce knowledge base content.
• Create customer trainings on functionality and best practices.
• Coordinate with product/engineering to document enhancements.
• Work with Account Managers to track contracted services.
• Review processes for continuous improvement.

Skills

SQL

T-SQL

Relational databases

Excel

Crystal Reports

Customer service

Job description

Position Overview

Aumentum Technologie

s support team is seeking a Support Specialist to provide application support to customers that will involve answering complex questions on the function and usage of our products. As a Support Specialist, you will provide application support and expertise to both our customers and internal resources. This will involve answering complex questions, contributing to our knowledge base, and serving as a support liaison between the company and our customers. Working closely with other Support team members and counterparts on the Research and Development team, you will investigate, manage, track, and close client support issues, specifically related to the database and function of the application(s) and escalations.

Responsibilities

• Work directly or indirectly with customers to provide services and help resolve user issues
• Assess a variety of software scenarios, reviewing software configuration, set up, and software code to identify the correct resolution or elevate according to departmental guidelines
• Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals and objectives
• Work closely with other team members, exchanging knowledge through training sessions, and producing documentation
• Create and conduct training for customers on functionality and best practices for products, including at user conferences
• Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defects
• Work with our Account Managers to process and track contracted services
• Review all technical support related processes and documentation for continuous improvement

What would make you stand out

Experience with relational databases and reading / writing T-SQLPrevious experience with property tax software support and or knowledge of the property tax life cycleExperience with the following: SQL, Excel, Crystal Reports

• Action Oriented
• Approachability
• Customer Focus
• Informing
• Listening
• Managerial Courage
• Patience
• Peer Relationships
• Technical Learning
• Time Management

Required Qualifications

• 3 + years' experience in Customer Service Role
• Excellent interpersonal, written, and oral communication skills
• Excellent listening skills and the ability to ask probing questions, understand concerns, overcome objectives and resolve problems
• Strong work ethic and self-starter, ability to work independently and as a team player
• Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
• Ability to learn and navigate new software quickly
• Typing skills and computer proficiency

Working Environment

This job operates in a professional office environment or remote home office location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Periods of stress may occur.This role may occasionally come into contact with Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.Travel:QuarterlyAAP/EEO StatementHarris Computer is an EEO/AA/Disability/Vets Employer.Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Harris Computer

Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”!We empower our employees to make a differenceWe have an award-winning cultureWe offer opportunity to learnWe are financially strong and we are owned by the largest software company in Canada (CSI)We have fun!Follow us on social media to learn more about our company values, culture and initiatives! Instagram: @weareharris - LinkedIn: Harris Computer

Pay rate

$25 - $28 USD per hour.