Harris Computer Systems

Support Analyst

US-TX-Tyler
2 months ago
Job ID
2016-3403
Company
inHANCE
Category
Client Support

Position Overview

businesses_inhance

 

inHANCE Utility Solutions is seeking a Customer Support Analyst to provide support to customers which will involve answering complex questions on the function and usage of our products.   The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s).  They will also be responsible for performing application upgrades for clients and contributing to a knowledge base. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between company and customer. 

 

In this role, you will work closely with the Manager of Customer Service, and be supported by a great team, in providing exceptional customer service and development support.

 

Must be willing to travel after 3-6 months with the company. After training in support, the individual in this role will be graduated into a role in our Professional Services and Implementation department. Our professional services department is responsible for conducting onsite software implementation and training.

Primary Functions

  • Operate as a frontline, primary support liaison between inHANCE and our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
  • Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
  • Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
  • Regularly review the database of submitted items and proactively follow up with clients to ensure that their enquiries and/or issues have been satisfactorily resolved
  • Support the installations and upgrades of our CORE system (iCIS).
  • Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
  • Maximize and maintain current knowledge and awareness of applications and related technologies
  • Other duties as assigned by management.

Qualifications

Required Skills

  • Possess exceptional verbal and written communication skills
  • College Diploma in Computer Science or equivalent industry experience is preferred.
  • Sound knowledge of software troubleshooting techniques with a high focus on first call resolution
  • Ability to interpret requirements, and recommend solutions that best address clients' needs
  • Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
  • Exceptional attention to detail and the ability to grasp concepts quickly
  • Ability to travel required

 

Preferred Skills

  • Report writing skills and knowledge of Crystal Reports an asset
  • Utilities background or experience with Local Government utility billing applications or other financial applications is strongly desired, but not required
  • Beneficial to have knowledge or experience of accounting and financial reporting
  • Intermediate to advanced knowledge of SQL is beneficial, but not required

Company Overview

inHANCE is a division of Harris, is a wholly owned subsidiary of Constellation Software (CSI). Harris has been providing complete Customer Information System (CIS) and Financial Management solutions exclusively to public and municipal utilities for over 30 years. We are the number one provider of powerful Financial and CIS solutions because of our specialized understanding of the electric, water and gas utility industry and our commitment to customer relationships. See more about us at http://www.inhanceus.com/.

Harris is a member of the Constellation Software Inc. group of companies. Constellation Software is a rapidly growing conglomerate of vertical market software (VMS) companies; each focused upon dominating its respective market niche. Constellation's growth is based on a simple strategy: identify promising VMS firms; acquire them; and then integrate them into the Constellation family while building on their fundamental strengths to help them become world class organizations.

Harris is an EEO/AA/Disability/Vets Employer.

#WeAreHarris

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.