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

Desired Qualities