Wincap Support Analyst

Overview

Support Analyst Harris School Solutions - Remote. Harris School Solutions is seeking a Support Analyst to join our WinCap support team. The successful candidate will provide application support to customers for our WinCap School Financial Management software product line, assisting with complex questions related to its function and usage.

This position is budgeted for a starting salary between $55,000 - $70,000 / year based on experience.

What your impact will be

• Operate as a frontline, primary support liaison for WinCap clients, while effectively responding to inquiries received by phone and electronically submitted support tickets.
• Handle escalated support tickets; working directly with customers to provide services and help resolve problems.
• Provide trainings for client webinars and user groups.
• Manage requests for bug fixes and software enhancements.
• Recognize issues within the application, escalating to development when needed.
• Use discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Collect detailed information to categorize requests in order to determine method of resolution and create processes and guides.
• Demonstrate excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively.
• Exercise sound professional judgment in analysis of problems in order to : (1) attempt solution by phone, or (2) decide proper level of maintenance required to solve problem.
• Other duties as assigned.

What we are looking for in a candidate

What will make you stand out

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