Support Analyst

**SUPPORT ANALYST** _Fully Remote  |  Full-Time  |  Customer Support  |  Reports to Manager, Support Services |_ **About the Role** Harris Computer is looking for a driven, tech-savvy Support Analyst to join our growing team. In this role, you'll be the front line of support for our customers — diagnosing technical issues, providing solutions, and ensuring a seamless experience with our software products. You'll report to the Manager, Support Services, and work in a fully remote, fast-paced environment where problem-solving, clear communication, and modern tools, including AI, are part of daily work. If you thrive on solving problems and are passionate about customer success, we want to hear from you. **Why Join Us** * 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 **Core 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 **AI Tools & Proficiency** As part of our commitment to innovation, we expect Support Analysts to use AI tools as a core part of their daily workflow, always validating outputs and following company data and privacy requirements. **Required:** * 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 **Preferred:** * 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) **What we are looking for:** * 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 **What would make you stand out:** * 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 **Salary range: $50,000 - $55,000 USD per year.** AAP/EEO Statement Harris 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.