Support Analyst

Support Analyst

Harris School Solutions - Remote

Harris School Solutions is seeking a Support Analyst to join our WinCap support team. The successful candidate will provide application support to customers for our WinCap School Financial Management software product line, assisting with complex questions related to its function and usage.

In this role, you will work closely with the Director of Client Services and be supported by a great team in providing exceptional customer service and development support.

This position is budgeted for a starting salary between $50,000 - $75,000 / year based on experience.

What your impact will be :

• Operates as a frontline, primary support liaison for WinCap clients and effectively responds to inquiries received by telephone and electronically submitted support tickets.
• Handles escalated support tickets; working directly with customers to provide services and help resolve problems.
• Manages requests for bug fixes and software enhancements.
• Recognizes issues with the application, escalating to development when needed.
• Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Collects detailed information to categorize request in order to determine method of resolution and create processes and guides.
• Demonstrates excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively.
• Exercises sound professional judgment in analysis of problem in order to : (1) attempt solution by phone, or (2) decide proper level of maintenance required to solve problem.
• Provides and assists with trainings for client webinars and user groups.
• Other duties as assigned.

What we are looking for in a candidate :

• Bachelor's degree in business or equivalent work experience.
• Outstanding customer service and organizational skills.
• Exceptional analytical, troubleshooting and problem-solving skills.
• Positive, results oriented mindset.
• Excellent verbal and written communication skills.

What will make you stand out :

• Application Support experience
• Payroll / Fund Accounting knowledge
• Prior experience in a school district business office

What do we offer?

A competitive compensation package

Growth opportunities within an organization that encourages professional growth

Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)

Generous vacation and personal leave

401K matching programs

Lifestyle rewards

About Harris :

is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc.

Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals.

Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success.

Harris will continue to growth through reinvestment both in the people and products that we offer and making investments in acquiring new businesses.