Support Analyst
Harris School Solutions - Remote
Harris School Solutions is seeking a Support Analyst to join our Harris School Financial Solutions division. The Support Analyst will provide application support to customers involving answering complex questions, contributing to a knowledge base, and assisting with client facing documentation and serving as a support liaison between the company and the customer.
As a Support Analyst you will also investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s) and escalations.
Employee will work 8:00am - 5:00pm Central Time.
What your impact will be:
- Using your knowledge of our software to handle support calls or tickets; will work directly with customers to provide services and help resolve problems.
- Use the support ticketing system to document customer interactions following the defined guidelines and team objectives.
- Monitor open tickets and proactively follow up with clients to ensure that their inquiries and/or issues have been satisfactorily resolved.
- Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
- Uses discretion to effect timely solution of problems to ensure customer satisfaction.
- Submit bug fixes and software enhancements.
What we are looking for:
- Experience in Customer Service Role is a plus.
- Excellent listening skills and the ability to ask probing questions, understand concerns, overcome objections and resolve problems
- Strong work ethic and self-starter, ability to work independently and as a team player
- Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
- Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
- Willingness to learn and navigate new software or software changes.
- Typing skills and computer proficiency.
What will help you stand out:
- K-12 Accounting, Payroll or HR experience
- Fund Accounting Software Applications
- Proficiency with and understanding of principles regarding Accounting applications is a plus.
- Proficiency with various common web browsers such as Google Chrome, Firefox, etc.
What we offer:
- 3 weeks' vacation and 5 personal days
- Comprehensive Medical, Dental and Vision coverage from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Flexible work options
Top Skills
What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions:
♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength.
Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own.
The enhanced HARRIS Flex solution comes with new functionality including:
♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and
♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes.
♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
