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Software Support Specialist

Harris

Remote · US$65k – $75k

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About this role

Core responsibilities of the position include, but are not limited to, the following:  

• Technical phone   support to customers   

• Documentation of all customer communication through internal ticketing system, Team Support.  

• Diagnosing software issu es   and b ugs,   p e rforming a ppropriate 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.   

• Installing and updating product applications, integrated 3rd party applications and operating system and/or database applications   

• Learning, understanding,   imp lementi ng   and training on a variety of software applications   

• Identification and communication of   additional   r evenue streams/opportunities   

• Providing regular and timely status reports and progress of assi gned wor k to the Manager of Support Services  

Essential Qualifications:   

  The desired candidate m ust poss ess a high level of initiative, a ptitude   and   energy   in   order to   succeed in a fast-paced environment. We also   desire   several of the following attributes:  

• 1-2 years c ustomer   service experience in a technical environment   required  

• Experience working within or as a vendor f or local   government tax appraisal, assessment and collection groups a plus  

• Familiarity with using CRM Platforms to document all customer communication  

• History of use with Microsoft 365, Teams, and VOIP systems preferred  

• Demonstrated ability to leverage AI-assisted tools to improve research, docum entatio n, troubleshooting, and overall productivity.  

• Ability to identify customer business challenges and communicate opportunities for p rocess impr ovement, automation, or AI-driven solutions.  

• Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support.  

• Ability to   analyze   custo mer   workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions.  

• Strong organizational skill s wit h the ability to prioritize competing demands while maintaining attention to detail.  

• Commitment to continuous learning and adoption of emerging technologies and best practices.  

• Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams.  

Salary range: $65,000 - $75,000 USD per year.

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