Support Analyst

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Written by AI from the job title and company, not by Harris Computer, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Support Analyst at Harris Computer plays a crucial role in ensuring that our clients receive the highest level of service and support. This position is responsible for troubleshooting software and hardware issues, assisting clients with their inquiries, and ensuring the smooth operation of our technology products. The Support Analyst will work closely with internal teams to escalate complex issues and contribute to the continuous improvement of support processes, ultimately leading to heightened customer satisfaction and retention.

Job Responsibilities

• Provide front-line technical support to clients via phone, email, and live chat.
• Troubleshoot and resolve software and hardware issues, adhering to established protocols.
• Document all client interactions and resolutions in the support ticketing system.
• Collaborate with development teams to escalate complex technical issues.
• Conduct follow-up communications with clients to ensure resolution satisfaction.
• Assist in the development and maintenance of FAQ resources and knowledge base articles.
• Participate in training sessions to remain updated on new products and services.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in a technical support or help desk role.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite and familiarity with ticketing systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• Knowledge of networking principles and basic understanding of SQL is an asset.

Technologies & Tools

The Support Analyst will engage with various technologies and tools, including but not limited to customer support software such as Zendesk, remote desktop applications, and Microsoft Office Suite. Familiarity with databases, particularly SQL for querying and reporting purposes, is also beneficial. Knowledge of operating systems (Windows and macOS) and basic networking tools are vital for efficient troubleshooting and client support.

Ideal Candidates

The ideal candidate for the Support Analyst position at Harris Computer is someone who demonstrates a strong customer-focused mindset and possesses the ability to handle complex technical issues with ease. They should exhibit excellent communication skills, both verbal and written, and have a knack for simplifying technical concepts for non-technical users. A proactive attitude towards problem-solving, along with a commitment to continuous learning and improvement in technology, will serve them well in this position.