Harris Computer Systems

Customer Support Analyst

Job Location | US-GA | US-TX | US-FL-Lake Mary | US-NC | US-Any Office Location Or Remote
Posted Date 2 weeks ago(3/9/2018 5:04 PM)
Job ID
Schools SNS
Client Support
Supervisory Role

Position Overview



Harris School Nutrition Solutions is seeking a Support Analyst to provide application support to customers that 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 contributing to a knowledge base and supporting user forums. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between Harris School Nutrition Solutions and our customer base.



Primary Functions

  • Operate as a frontline, primary support liaison between Harris School Nutrition Solutions 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 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
  • 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 webinars, both internally to staff as well as to customers 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
  • Other duties as assigned by management.


To meet this challenge you must possess a high level of initiative and energy to succeed in a fast-paced evolving environment, as well as several of the following skills:


  • At least three years of prior call center experience;
  • Ability to handle customer inquiries, requests and complaints in an efficient, effective and professional manner;
  • Excellent troubleshooting and analytical problem solving skills;
  • Excellent oral and written communication skills;
  • Highly-developed organizational skills and time management ability;
  • Ability to work independently on assigned projects, as well as in a team atmosphere;
  • Highly motivated, flexible, adaptable nature;
  • Able to deal with different personality styles;
  • Ability to learn quickly in a fast-paced, challenging and ever-changing environment;
  • Excellent computer skills, knowledge of computer hardware and commonly used office software such as Microsoft Office Suite;
  • Must type a minimum of 30 WPM;
  • Knowledge of SQL/Firebird databases;
  • Experience with schools or knowledge of school food service is preferred;
  • Prior bookkeeping or accounting experience is a plus;
  • Ability to multitask



Ideal candidate can work at any of our US Harris Locations or Remotely

Company Overview

Harris School Solutions is a division of Harris Computer, a company that has been providing complete School Nutrition Solutions (SNS), Student Information System (SIS) and Financial Management solutions (FINS) to education, 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 School Nutrition, Financial and SIS solutions because of our specialized understanding of the industries we serve and our commitment to customer relationships.

Harris Computer 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.



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