Harris Computer Systems

Support Analyst

US-KS-Lawrence
2 months ago
Job ID
2017-3880
Category
Client Support
Supervisory Role
No
Percent of Travel Required
< 15%

Position Overview

businesses_harris_school_solutions

 

Harris Computer Systems is seeking a Support Analyst to join our Harris School Financial Solutions (harrisschoolsolutions.com) division in our Lawrence, KS office. The individual selected for this role will be a highly energetic self-starter with the ability to work independently and in a team environment. Candidate will be expected to provide direct customer support in accordance with operation goals/objectives

Our Support Analysts investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s). They also are responsible for contributing to a knowledge base and supporting user forums.

 

We want someone who has the ability to multi-task and see issues through to resolution.  The ideal candidate will serve as primary support liaison between company and customer. In this role, you will work closely with the Director of Financials Support, and be supported by a great team, in providing exceptional customer service and development support.

 

APPLY TODAY!

Primary Functions

  • Operate as a frontline, primary support liaison between HSS 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
  • 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
  • Sound understanding of API and web services technologies and functions
  • Email technology troubleshooting
  • Ability to present Support workshops, both internally to staff as well as to customers, in person and via the Web
  • Sound knowledge of engagement delivery and 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
  • Strong ability to multi-task and prioritize work effectively
  • Exceptional attention to detail and the ability to grasp concepts quickly
  • Travel – less than 15%.  Occasional travel to User Group meetings.
  • Other duties as assigned by management.

Qualifications

The Support Analyst must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment. We also require several of the following attributes:

 

  • 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 problem 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
  • Advanced computer literacy including knowledge of Microsoft Office Products and SQL is desired.
  • Experience with the following is highly desirable though not mandatory:
      • K-12 Accounting, Payroll, or HR experience      
      • Fund Accounting Applications

Company Overview

Harris School Solutions (https://harrisschoolsolutions.com/) specializes in delivering integrated information systems designed to meet the needs of the K12 Market. Our emphasis is on excellent service and innovative, quality product offerings.

Harris Schools Solutions is a division of Harris, a company that has been providing complete Customer Information System (CIS) and Financial Management solutions to educational, municipal, and utility markets for over 30 years. Our track record speaks for itself. We are an experienced, solid company with proven solutions that are presently in use by over 9,000 customers across North America. We are the number one provider of powerful Financial and CIS solutions because of our specialized understanding of the industries we serve and our commitment to customer relationships.

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/Veteran employer.

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