The TBS/SmartFusion County Tax Support Analyst is accountable for ensuring continuity of computer system services for software users by providing the technical expertise, assistance, and project coordination necessary to maintain computer software products and resolve technical problems. A Support Analyst will provide application support to customers including answering complex questions, contributing to a knowledge base, and serving as a support liaison between the company and the customer.
Providing high quality, friendly and prompt phone support for a variety of local government and utility software applications is the primary responsibility of this individual. As a Software Support Analyst with Harris, this person will be part of a team dedicated to providing the best service possible to over 100 Municipalities and Counties in Georgia.
What You’ll Do:
- Technical phone support to customers
- Documentation of all customer communication through internal ticketing system, Team Support
- Diagnose software issues and bugs, performing appropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems in a timely, efficient and effective manner.
- Install and update product applications, integrated 3rd party applications and operating system and/or database applications
- Learn, understand, implement and train on a variety of software applications
- Identification and communication of additional revenue streams/opportunities
- Provide regular and timely status reports and progress of assigned work to the Manager of Support Services
What We’re Looking For:
The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes:
- 1-2 years customer service experience in a technical environment required
- Experience working within or as a vendor for local government tax appraisal, assessment and collection groups a plus
- Knowledge of IBM AS400/ environment desired but not requirement
- Familiarity with using CRM Platforms to document all customer communication
- History of use with Microsoft 365, Teams, and VOIP systems preferred
- Experience working within or as a vendor for local government tax appraisal, assessment, and collection groups a plus
- Demonstrated track record of working effectively within a collaborative and cohesive, team-based environment.
- A level of comfort appearing on camera for customer facing and internal team calls/trainings.
- Excellent verbal and written communication skills
- Outstanding customer service and organizational skills
- Exceptional analytical, troubleshooting and problem-solving skills
- Positive, results oriented mindset.
- Ability to multi-task effectively and to consistently meet assigned deadlines.
- Self-starter with ability to work well independently and in groups.
- Ability to speak comfortably in front of a group of customers.
- This is a remote position. While equipment will be provided, a dedicated workspace within your location of choice is a requirement.
What We Offer:
Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers.
- We empower our employees to make a difference
- We have an award-winning culture
- We offer opportunity to learn
- We are financially strong, and we are owned by the largest software company in Canada (CSI)
- We have fun! Come check us out!
Benefits/Salary: Salary will be commensurate with experience and job responsibilities. Harris offers comprehensive benefits packages including but not limited to Medical, Dental, Vision, 401k, Disability insurance, Lifestyle Rewards and other additional perks. Paid holidays, generous vacation and personal time.
Location: Remote, Southeastern U.S. – Georgia Preferred
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
