Support Specialist (Remote)

The Support Specialist is responsible for providing reliable, high-quality application support to customers to ensure continuity of service for our software products. This role focuses on troubleshooting software issues, answering complex customer questions, and working closely with internal teams to resolve problems efficiently.

The Support Specialist serves as a key point of contact between the customer and the company, helping users successfully navigate and use our software while maintaining a positive support experience.

Core Responsibilities

• Provide technical support to customers primarily via phone and email.

• Diagnose and troubleshoot software issues, working collaboratively with other support team members to identify root causes and deliver timely resolutions.

• Accurately document issues, solutions, and workflows by contributing to internal and customer-facing knowledge base articles.

• Learn, understand, and support a variety of software applications.

• Assist with customer training and guidance related to software functionality, as needed.

• Identify trends or recurring issues and communicate them to the Support team and management.

• Provide regular status updates on assigned tickets and tasks to the Manager of Support Services.

• Escalate issues appropriately while maintaining ownership and follow-up.

Competencies:

• Strong customer focus with a patient and professional approach

• Clear and effective verbal and written communication

• Excellent listening skills and ability to ask thoughtful, probing questions

• Action-oriented with strong problem-solving abilities

• Ability to manage time effectively and handle multiple priorities

• Adaptability and willingness to learn new technologies

• Strong teamwork and peer collaboration skills

Supervisory Responsibility:

This position does not have supervisory responsibilities.

Required Qualifications:

• Two or more years of experience in a technical support and/or customer service environment preferred.

• Strong interpersonal, written, and verbal communication skills.

• Ability to work independently while also contributing effectively as part of a team.

• Comfortable working in a fast-paced environment with changing priorities.

• Professional and friendly demeanor with the ability to build rapport with customers over the phone.

• Ability to quickly learn and navigate new software systems.

• Strong typing skills and general computer proficiency.

AAP/EEO Statement

Harris Computer is an EEO/AA/Disability/Vets Employer.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice