Support Specialist

This is a fully remote position, open to applicants in Idaho, +9 more states.

📋 Description

• Deliver application support and expertise to both customers and internal teams.

• Address complex inquiries regarding product functionality and usage.

• Contribute to the development of the knowledge base.

• Act as a communication bridge between the company and its customers.

• Investigate, manage, track, and resolve client support issues related to databases, applications, and escalations.

• Directly or indirectly resolve user issues with customers.

• Analyze software configurations, setups, and code to identify solutions or escalate issues as necessary.

• Document detailed information in the client tracking system.

• Record processes, routines, and programs.

• Share knowledge through training sessions and create documentation.

• Design and deliver customer training on product functionality and best practices, including at user conferences.

• Collaborate with customers, product teams, and engineering on proposed enhancements and software defects.

• Process and track contracted services in partnership with Account Managers.

• Evaluate technical support processes and documentation for ongoing improvement.

⛳️ Requirements

• A minimum of 3 years' experience in a Customer Service role.

• Exceptional interpersonal, written, and verbal communication skills.

• Strong listening abilities with a knack for asking insightful questions, understanding concerns, overcoming objections, and resolving issues.

• A robust work ethic and self-motivated; capable of working independently as well as collaboratively in a team environment.

• Proficient in managing multiple priorities effectively and adapting to changes in a fast-paced business setting.

• Professional demeanor and approachable attitude; ability to quickly build rapport with customers over the phone.

• Quick ability to learn and navigate new software.

• Competent typing skills and computer proficiency.

• Experience with relational databases and proficiency in reading/writing T-SQL.

• Previous experience in property tax software support or a solid understanding of the property tax life cycle.

• Familiarity with SQL, Excel, and Crystal Reports.

• Commitment to confidentiality and adherence to Harris' Security and Privacy policies.

• Willingness to travel quarterly.

🏝️ Benefits

• Comprehensive benefits package.

• Casual work environment.

• Opportunities for learning and professional development.

• Award-winning workplace culture.

• Quarterly travel opportunities.

• EEO/AA/Disability/Vets employer.