Note: The job is a remote job and is open to candidates in USA. Harris Computer provides mission-critical software products and is seeking a tech-savvy Support Analyst to support its customers in a fully remote environment. The role owns customer tickets from intake through resolution, diagnoses and escalates technical issues, communicates with customers, delivers training, maintains knowledge-base content, and uses AI tools to improve support workflows.
Responsibilities
- Own assigned customer tickets from intake through resolution, including timely responses, clear status updates, and accurate documentation
- Diagnose and resolve functional, configuration, data, and software issues by asking effective questions, reproducing problems, and identifying root causes
- Escalate complex issues to Development, QA, or Product with complete findings, reproduction steps, and actions already attempted
- Communicate technical information clearly and manage customer expectations throughout the resolution process
- Learn, implement, and deliver training on our software applications to both customers and internal stakeholders
- Create and maintain knowledge-base content, including solutions, procedures, and best practices that improve customer self-service
- Identify recurring issues and product or process gaps, and share trends with the appropriate teams
- Identify and communicate additional revenue or upsell opportunities to the appropriate internal teams
- Collaborate with Support colleagues and cross-functional partners, sharing knowledge and contributing to testing when needed
Skills
- Demonstrated experience using AI-powered productivity tools (e.g., Microsoft Copilot, ChatGPT, Google Gemini, Claude) to draft communications, summarize issues, or research solutions
- Ability to use AI tools to triage, document, and resolve customer support tickets more efficiently
- Comfort working alongside AI-assisted support platforms, including chatbots and automated ticketing suggestions
- 2+ years of experience in technical support, software support, or customer service
- BS/BA degree in a related business or technical field, or equivalent industry experience
- Strong troubleshooting and analytical skills, with the discipline to investigate beyond the immediate symptom
- Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users
- Customer-focused, professional, and patient approach, with the ability to build trust and remain composed under pressure
- Strong organization and time-management skills, with the ability to manage multiple priorities independently in a remote environment
- Team player who is willing to share knowledge, seek help, and support team goals
- Basic understanding of prompt engineering — crafting clear, effective prompts to get high-quality outputs from AI tools
- Experience contributing to or maintaining an AI-assisted knowledge base
- Familiarity with AI integrations within CRM or helpdesk platforms (e.g., Salesforce Einstein, Zendesk AI)
- Experience with local government, municipal finance, taxation, or related public-sector workflows
- Experience with ticketing and work-management platforms such as TeamSupport or Jira
- Working knowledge of SQL, databases, APIs, or reporting tools
- Experience creating knowledge-base articles, technical documentation, or customer training content
Benefits
- Work fully remote, with a supportive team and manager invested in your growth
- Build deep expertise in mission-critical software used by customers who depend on it every day
- Grow your technical and customer-facing skills, with a clear path to take on more complex, high-impact issues
Company Overview