Harris Computer Systems

Customer Care Analyst

US-FL-Jacksonville
3 months ago
Job ID
2017-3719
Company
System Innovators
Category
Client Support

Position Overview

systeminnovators

 

We are looking for a customer service oriented Customer Care Analyst to provide support to users in an efficient and accurate manner. You will be System Innovators first level resource, answering phones, reviewing email, creating support cases and solving basic technical issues. The Customer Care Analyst will work as part of an established team to provide customer care, software application and hardware support for System Innovator products. The Customer Care Analyst position is responsible for gathering the information from the end user and then to determine the customer’s issue by analyzing the symptoms. Provide answers to clients by identifying problems, researching answers and guiding clients through corrective steps.

Primary Functions

The Customer Care Analysts responsibilities will include the following:

  • Provide first level contact and convey resolutions to customer issues.
  • First line of support for System Innovator clients via phone, email
  • Deliver excellent service and application support to clients via remote connection, email or phone
  • Log and document all support requests and the troubleshooting efforts using case tracking software
  • Interact with clients to provide and process information in response to inquiries, concerns and requests with products and services
  • Troubleshoot and resolve application issues reported by clients within the timeframe established by service level agreements.
  • Provide in-house support to sales and professional services
  • Ship replacement hardware to clients as part of the hardware exchange program
  • Properly escalating unresolved queries to the next level of support

The Customer Care Analyst can expect to acquire the following skills in this position.

  • Work experience in a commercial software production environment
  • Experience in Software and System Support including Help Desk/Remote Support
  • Full life-cycle experience including design, development, maintenance and support
  • Experience with Windows, SQL Server and SQL Reporting Services

Qualifications

The Customer Care Analyst will possess the following qualifications:
  • Able to speak and write clearly and accurately
  • Effective listening skills
  • Proficiency with Microsoft Office Suite required
  • Ability to multi task
  • Problem Solving
  • Customer Support and/or Help Desk Experience a plus
  • Microsoft Operating Systems including Windows 7, 8 and Windows Server a plus

Company Overview

SI counts 15 of the 30 largest Cities in the nation, several states and more than one hundred other local governments and large private utilities as clients. SI has proven its solutions make it easier for governments and utilities to consolidate and manage revenue streams. We do this by providing our iNovah Enterprise Revenue Management (ERM) hub that enables one stop payment for constituents, consolidates payments across the enterprise and provides robust management, reporting, reconciliation and auditing for all payments in one place.

SI's enterprise-wide revenue management offerings include fully configurable PCI compliant payment collection, EMV credit card processing, cashiering and financial reporting solutions. Specializing in citizen self-service, revenue management, auditing and financial reporting, System Innovators’ products integrate seamlessly with websites, deposit banks, payment card processors, host receivable and financial systems.

System Innovators is a division of Harris.

Harris is an EEO/AA/Disability/Veteran employer.

#WeAreHarris

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