Support Analyst

Summary

Harris Computer is seeking a driven, tech-savvy Support Analyst to join its customer support team. The role provides frontline technical support for software customers by diagnosing and resolving issues, managing tickets, communicating solutions, delivering training, maintaining knowledge-base content, and collaborating with internal teams, including through the use of AI tools.

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

Qualifications

Must Haves

• 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

Nice to Haves

• 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
• Grow your technical and customer-facing skills, with a clear path to take on more complex, high-impact issues