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Support Analyst
Support AnalystComputer Software Innovations (CSI) • Mobile, AL, United States
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Support Analyst

Support Analyst

Computer Software Innovations (CSI) • Mobile, AL, United States
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  • [job_card.full_time]
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About the Role

Harris School Solutions is seeking a detail-oriented and customer-focused  NextGen Support Analyst  to join our Support Services team. This role is pivotal in delivering high-quality technical support for our NextGen software solutions, ensuring customer satisfaction, and contributing to continuous process improvement.

Key Responsibilities

  • Customer Support :  Respond to support tickets with accuracy and timeliness, resolving technical issues and guiding users through solutions.
  • Technical Troubleshooting :  Assist with diagnosing and resolving software-related problems, escalating complex issues as needed.
  • Documentation :  Maintain and contribute to internal knowledge bases and support documentation to ensure consistent and accurate responses.
  • Customer Engagement :  Communicate effectively with clients to understand their needs, provide updates, and build trust.
  • Training Support :  Participate in onboarding and training sessions for new team members and clients, ensuring clarity and consistency.
  • Process Improvement :  Use data and feedback to identify inefficiencies and propose enhancements to support workflows.
  • Billing and Renewals Assistance :  Support the team in managing customer billing inquiries and renewal processes.

Qualifications

  • Associate’s or Bachelor’s degree in a related field, or equivalent experience.
  • 2+ years of experience in a technical support or customer service role, preferably in a software environment.
  • Experience with financial software , especially in school district setting, is strongly preferred.
  • Strong problem-solving and analytical skills.
  • Excellent written and verbal communication abilities.
  • Familiarity with support ticketing systems and remote troubleshooting tools.

    • Desired Qualities

  • Empathy and approachability in customer interactions.
  • Initiative and curiosity to learn and improve.
  • Ability to work independently and collaboratively.
  • Strong organizational skills and attention to detail.
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