Support Analyst (Remote) (Biotech)
Support Analyst Harris School Solutions is seeking a Support Analyst to join our Harris School Financial Solutions division. The Support Analyst will provide application support to customers involving answering complex questions, contributing to a knowledge base, and assisting with client facing documentation and serving as a support liaison between the company and the customer. As a Support Analyst you will also investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s) and escalations.
Harris School Solutions - Remote
Employee will work 8:00am - 5:00pm Pacific Time.
What your impact will be:
- Using your knowledge of our software to handle support calls or tickets; will work directly with customers to provide services and help resolve problems.
- Use the support ticketing system to document customer interactions following the defined guidelines and team objectives.
- Monitor open tickets and proactively follow up with clients to ensure that their inquiries and/or issues have been satisfactorily resolved.
- Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
- Uses discretion to effect timely solution of problems to ensure customer satisfaction.
- Submit bug fixes and software enhancements.
What we are looking for:
- Experience in Customer Service Role is a plus.
- Excellent listening skills and the ability to ask probing questions, understand concerns, overcome objections and resolve problems
- Strong work ethic and self-starter, ability to work independently and as a team player
- Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
- Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
- Willingness to learn and navigate new software or software changes.
- Typing skills and computer proficiency.
What will help you stand out:
- K-12 Accounting, Payroll or HR experience
- Fund Accounting Software Applications
- Proficiency with and understanding of principles regarding Accounting applications is a plus.
- Proficiency with various common web browsers such as Google Chrome, Firefox, etc.
What we offer:
- 3 weeks' vacation and 5 personal days
- Comprehensive Medical, Dental and Vision coverage from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Flexible work options
