Support Analyst

Summary

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

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
• 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