Harris Computer · 4 hours ago
Technical Support Professional
United States
Full-time
Remote
New Grad, Entry Level
$80K/yr - $90K/yrHarris Computer is seeking a Technical Support Professional to join their team. This role involves providing technical assistance and support to end-users related to i2 software applications, diagnosing issues, and collaborating with development teams to enhance software functionality.
Computer Software
Responsibilities
Respond to customer inquiries via phone, email, and chat promptly and professionally
Diagnose and troubleshoot software issues reported by end-users
Provide step-by-step technical assistance to resolve application problems
Identify, document, and resolve software bugs and issues
Escalate complex issues to higher-level support or development teams when necessary
Follow up with customers to ensure issues are fully resolved
Maintain an elevated level of customer satisfaction through courteous and efficient handling of support requests
Provide regular updates to customers regarding the status of their support tickets
Conduct follow-up communications to ensure customer issues are satisfactorily resolved
Document support requests, troubleshooting steps, and resolutions in the ticketing system
Create and update knowledge base articles and technical documentation for internal and external use
Maintain accurate records of customer interactions and support activities
Work closely with development, QA (Quality Assurance), and product teams to provide feedback on recurring issues and suggest improvements
Participate in team meetings and training sessions to stay updated on new features, tools, and best practices
Identify trends in support requests and recommend solutions to improve software performance and user experience
Stay current with the latest industry trends, software updates, and support best practices
Other duties as assigned
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or a related field (Essential)
Proven experience in a technical support or help desk role
Experience with software troubleshooting and diagnostic tools
Familiarity with ticketing systems and customer support software (e.g., Salesforce, JIRA)
Familiarity with i2 Software
Proficiency in operating systems (Windows, macOS, Linux)
Knowledge of relational database systems (MS SQL, MS Access, DB2, Postgres or Oracle)
Understanding of networking fundamentals and protocols
Excellent communication and interpersonal skills
Strong problem-solving and analytical abilities
Ability to work independently and as part of a team
Patience and a positive attitude when dealing with challenging customer situations
Preferred
Relevant certifications (e.g., ITIL, Microsoft Certified) are a plus
Company
Harris Computer
Harris provides mission-critical software solutions for the Public Sector, Healthcare, Utilities, and Private Sector verticals throughout North America, Europe, Asia, and Australia.
Founded in 1976
10001+ employees
H1B Sponsorship
Harris Computer has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (2)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Scott Thomas
Group Leader/CEO - Novum Group, Harris Healthcare (Constellation Software TSX:CSU)
Diane Gibson, SHRM-CP
Human Resources Business Partner
Company data provided by crunchbase