We are seeking a Support Specialist to join our Harris School Financial Solutions division in our Lawrence, KS office.
Our Support Specialists investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s). They also are responsible for contributing to a knowledge base and supporting user forums.
In this role, you will work closely with the Director of Financials Support, and be supported by a great team, in providing exceptional customer service and development support.
The candidate selected for this role will be a highly energetic self-starter with the ability to work independently and in a team environment. As you will be expected to provide direct customer support in accordance with operation goals/objectives.
We want someone who has the ability to multi-task and see issues through to resolution. As you will serve as primary support liaison between company and customer.
What will be your impact?
Operate as a frontline, primary support liaison between HSS and our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
Regularly review the database of submitted items and proactively follow up with clients to ensure that their enquiries 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
Maximize and maintain current knowledge and awareness of applications and related technologies
What are we looking for?
Sound understanding of API and web services technologies and functions
Ability to present Support workshops, both internally to staff as well as to customers, in person and via the Web
Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
Ability to interpret requirements, and recommend solutions that best address clients' needs
Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
Exceptional attention to detail and the ability to grasp concepts quickly
Outstanding customer service and organizational skills
Ability to travel – less than 15%. Occasional travel to User Group meetings.
What we would love to see?
Advanced computer literacy including knowledge of Microsoft Office Products and SQL is desired.
Experience with the following is highly desirable though not mandatory:
K-12 Accounting, Payroll, or HR experience
Fund Accounting Applications
What we offer?
A competitive base salary coupled with a rewarding commission plan
A casual work environment
Lifestyle rewards perk of $325 annually
Company paid Holiday party in December (it was in Disney Springs in Orlando last year)
401k with company match
Health plans including dental and vision available
Harris School Solutions is at the top of the K-12 Software/Hardware industry not simply because we offer the best, most innovative solutions; we are here because of our people. Our team comprises dynamic women and men who collaborate closely each and every day because we share a passion for a singular goal: to help the schools with which we work improve and succeed so they can help their students to do the same.
Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.