Support Analyst

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.