Tech Support Consultant - Work From Home

Harris Computer; Idaho; Hybrid; USD 34,000 - 39,000; Full time

Job summary

Harris Computer seeks a Support Specialist to provide application support to customers, handling complex questions about functionality and data. You'll work with R&D and teammates to investigate and resolve issues, contribute to knowledge bases, and train customers on best practices.

The role operates in an office or remote home office and involves collaboration with account managers and engineering to document enhancements and resolve defects.

Qualifications

• 3+ years in a customer service role.
• Professional and friendly attitude with ability to build rapport over the phone.
• Ability to learn and navigate new software quickly.
• Typing skills and general computer proficiency.

Responsibilities

• Work directly or indirectly with customers to provide services and help resolve user issues.
• Assess software scenarios, reviewing configuration, set up, and code to identify resolution per guidelines.
• Report detailed information in the client tracking system and document processes.
• Collaborate with team members; participate in training sessions and documentation.
• Create and conduct training for customers on functionality and best practices.
• Collaborate with customers and product/engineering to document enhancements and resolve defects.
• Coordinate with Account Managers to process and track contracted services.
• Review all processes and documentation for continuous improvement.

Skills

SQL

T-SQL

Crystal Reports

Excel

Customer Focus

Tools

Relational databases

Job description

The 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.

• 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 escape 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
• Experience with relational databases and reading / writing T-SQL
• Previous experience with property tax software support and or knowledge of the property tax life cycle
• SQL, Excel, Crystal Reports
• Customer Focus
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• ~3 + years' experience in Customer Service Role
• ~ 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

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. 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.

Harris Computer is an EEO/AA/Disability/Vets Employer.

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 are financially strong and we are owned by the largest software company in Canada (CSI)

Instagram: @weareharris - LinkedIn: Harris Computer

Pay rate: $25 - $28 USD per hour.