[Hiring] Support Specialist @Harris Computer

Role Description

The Aumentum Technologies support team is seeking a Support Specialist to provide application support to customers that will involve answering complex questions on the function and usage of our products. As a Support Specialist, you will provide application support and expertise to both our customers and internal resources. This will involve answering complex questions, contributing to our knowledge base, and serving as a support liaison between the company and our customers. Working closely with other Support team members and counterparts on the Research and Development team, you will investigate, manage, track, and close client support issues, specifically related to the database and function of the application(s) and escalations.

Responsibilities

• Work directly or indirectly with customers to provide services and help resolve user issues.
• Assess a variety of software scenarios, reviewing software configuration, set up, and software code to 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 and objectives.
• Work closely with other team members, exchanging knowledge through training sessions, and producing documentation.
• Create and conduct training for customers on functionality and best practices for products, including at user conferences.
• Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defects.
• Work with our Account Managers to process and track contracted services.
• Review all technical support related processes and documentation for continuous improvement.

Qualifications

• Experience with relational databases and reading/writing T-SQL.
• Previous experience with property tax software support and/or knowledge of the property tax life cycle.
• Experience with SQL, Excel, Crystal Reports.

Competencies

• Action Oriented
• Approachability
• Customer Focus
• Informing
• Listening
• Managerial Courage
• Patience
• Peer Relationships
• Technical Learning
• Time Management

Requirements

• 3+ years' experience in Customer Service Role.
• Excellent interpersonal, written, and oral communication skills.
• 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.
• Ability to learn and navigate new software quickly.
• Typing skills and computer proficiency.

Working Environment

This job operates in a professional office environment or remote home office location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Periods of stress may occur. This role may occasionally come into contact with Protected Health Information, Personal Identifiable Information, or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.

Travel

• Quarterly

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Pay Rate

$25 - $28 USD per hour.