Technical Support 1 Position Available In DeKalb, Georgia

This role provides exceptional customer support for our web and mobile application users. Responsibilities include resolving customer inquiries, troubleshooting issues, maintaining product knowledge, and adhering to performance metrics. Requires strong communication, problem-solving, and technical skills. Position involves a Monday-Friday shift with after-hours and weekend on-call rotation. The successful candidate will work from our Atlanta, GA office. This is not a remote or telecommute position. This role also involves occasional after-hours responsibilities for urgent support and release management.

Key Responsibilities:

Customer Service Respond to customer inquiries via phone, email, SMS, or chat. Provide solutions and support for product-related questions and issues with a strong focus on delivering an exceptional customer experience. Issue Resolution Troubleshoot and resolve application problems with our web and mobile-based platform. Documentation Record and track customer interactions and issues in Salesforce, ensuring accurate, detailed, and timely updates. Product Knowledge Maintain a strong understanding of our application platforms (Web, Mobile, Integrations) to effectively assist customers. Shift and On Call Rotation We are currently looking to fill the 10am-7pm ET shift, Monday-Friday. All analysts are required to participate in after-hours on-call shift rotation, which typically involves 4-5 shifts per month. This may include weekend and holiday coverage. Weekday on-call shifts are from 8 PM to 7 AM, followed by an 11 AM to 8 PM shift the next day. Weekend shifts are from 8 PM to 8 PM. Customer Satisfaction and Metric Goals Work performance is measured using qualitative and quantitative KPIs and targets. Communication Skills Strong verbal and written communication skills, with the ability to explain technical information clearly Friendly and helpful demeanor Problem-Solving Troubleshooting skills and the ability to handle common customer issues Team Player Ability to work collaboratively with other team members and departments Technical Aptitude Comfortable with computer, mobile, and internet technology

Education:

Bachelor’s degree in Computer Science, Information Technology, or a related field. Associate’s degree in Information Technology with relevant work experience. High school diploma or equivalent with relevant IT certifications (e.g., A+, CompTIA Network+).

Experience:

Prior technical customer service or IT help desk internship or experience a plus. Strong problem-solving and communication skills Strong customer service skills Ability to learn new technologies quickly Experience with healthcare IT systems is a plus Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! 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.