Support Analyst - Delta Computer Systems, Inc

Support Analyst
Harris Local Government - Remote

Providing high quality, friendly and prompt phone support for a variety of local government software applications is the primary responsibility of this individual.  As a Software Support Analyst with Harris, this person will be part of a team dedicated to providing the best service possible to our customers in Alabama and Mississippi.

Core responsibilities of the position include, but are not limited to, the following:

• Technical phone support to customers
• Documentation of all customer communication through tickets within the Delta client management platform, Team Support.
• Diagnosing software issues / bugs, performing the appropriate fixes; working with other members of the technical support and software development teams in order to identify and resolve problems in a timely, efficient and effective manner.
• Installing and updating Delta product line applications, integrated 3rd party applications and operating system and/or database applications
• Learning, understanding, implementing and training on a variety of software applications
• Identification and communication of additional revenue streams/opportunities within the support arena
• Providing regular and timely status reports and progress of assigned work to the Manager of Support Services
• Regular participation in team meetings and additional training opportunities.

​Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 3-5 years customer service experience in a technical environment

• Experience working within or as a vendor for local government tax appraisal, assessment and collection groups

• Familiarity with using CRM Platforms to document all customer communication.

• History of use with Microsoft 365, Teams, and VOIP systems preferred

• Experience with IBM AS400/i-Series environment desired but not a requirement

• Demonstrated track record of working effectively within a collaborative and cohesive, team-based environment.

• Excellent verbal and written communication skills

• Outstanding customer service and organizational skills

• Exceptional analytical, troubleshooting and problemSu solving skills

• Positive, results oriented mindset

• Ability to multi-task effectively and to consistently meet assigned deadlines

• Self-starter with ability to work well independently and in groups

• Ability to speak comfortably in front of a group

• A level of comfort appearing on camera for customer facing and internal team calls

Working Environment:

This job in a remote home office location. While necessary equipment will be provided, a dedicated workspace within your location of choice is a requirement.

This role may occasionally come into contact with Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• This is largely a sedentary role; However, there may be instances in which you are asked to attend client meetings, conventions or tradeshows which would require long periods of standing.

Expected Hours of Work:

Some flexibility in hours is allowed, but the employee must be available during the "core" work hours.

Travel:                         

up to 15%

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.