Support Specialist

Support Specialist (Remote)

The Support Specialist is responsible for providing reliable, high-quality application support to customers to ensure continuity of service for our software products. This role focuses on troubleshooting software issues, answering complex customer questions, and working closely with internal teams to resolve problems efficiently.

The Support Specialist serves as a key point of contact between the customer and the company, helping users successfully navigate and use our software while maintaining a positive support experience.

Core Responsibilities

• Provide technical support to customers primarily via phone and email.
• Diagnose and troubleshoot software issues, working collaboratively with other support team members to identify root causes and deliver timely resolutions.
• Accurately document issues, solutions, and workflows by contributing to internal and customer-facing knowledge base articles.
• Learn, understand, and support a variety of software applications.
• Assist with customer training and guidance related to software functionality, as needed.
• Identify trends or recurring issues and communicate them to the Support team and management.
• Provide regular status updates on assigned tickets and tasks to the Manager of Support Services.
• Escalate issues appropriately while maintaining ownership and follow-up.

Competencies :

Supervisory Responsibility :

This position does not have supervisory responsibilities.

Required Qualifications :

AAP / EEO Statement

Harris Computer is an EEO / AA / Disability / Vets Employer.

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