Support Analyst

Header: Here at Harris, you’ll be working as part of 5 different business verticals, Public Sector, Healthcare, Utilities, Insurance and Private sector, with over 12,000 employees and more than 100,000 customers located in 200 countries around the globe. We need your help to keep growing and we hope you can become an integral part of the Harris family. BU: Harris Recording Solutions (HRS) is a leading provider of land records and document management software for county governments across the United States. We serve County Clerks, Auditors, Recorders, and their staff — the people who keep local government running. HRS is proud to be part of the Harris Computer family, a global provider of mission-critical software for the Public Sector, Healthcare, Utilities, and Private Sector verticals across North America, Europe, Asia, and Australia. The opportunity for personal career growth within this global organization is significant. Job Summary: As a Support Specialist, you are a critical point of contact for our county government customers. You provide expert application support, resolve complex issues, maintain strong client relationships, and act as the link between customers and internal teams. You contribute directly to customer satisfaction, retention, and continuous service improvement. Primary Functions : Customer Support & Service Delivery • Provide prompt, professional, and courteous support to customers via phone, email, and our ticket portal in accordance with company policy • Address inquiries, complaints, and requests — owning each interaction through to resolution • Answer inbound calls and place outbound calls as needed to follow up, provide information, or proactively resolve open items • Transfer calls to the appropriate team or department when needed to fully meet customer needs • Maintain in-depth knowledge of HRS products and stay current on updates, new features, and process changes so you can guide customers accurately • Follow company policies and procedures consistently to ensure compliance and service uniformity across the team Resolution & Escalation • Identify and resolve customer issues in a timely, efficient manner Issue Resolution & Escalation, including complex problems requiring cross-departmental collaboration with Development, QA, DevOps, or Professional Services • Recognize when escalation is required, route appropriately, and follow up with the customer to confirm resolution • Collaborate openly with your Manager, Team Lead, and peers to ensure accurate responses and eliminate duplication of effort Documentation & CRM • Document all calls and interactions in real time — written and system-based . • Accurately log all customer data, interactions, and follow-up items in the CRM system • Maintain complete records in the policy file or imaging system to ensure a clear, concise audit trail on every customer touchpoint • Document customer feedback and report recurring issues or trends to management for action AI-Driven Support • AI proficiency is a requirement of this role, not a bonus. You are expected to use AI tools daily — drafting responses, summarizing cases, identifying patterns, building knowledge base content, and accelerating resolution times • Stay current on AI tools relevant to support functions and bring ideas for how HRS can use them to improve customer outcomes • Help shape how AI is integrated into HRS support workflows as the team evolves Customer Relationships & Retention • Build and maintain strong relationships with county government clients by delivering consistent, personalized, high-quality service • Actively listen to customers, gather feedback, and surface improvement opportunities to the broader team • Foster trust and customer loyalty with every interaction — our clients are government employees serving the public, and they count on us Team Collaboration & Growth • Actively participate in cross-training and group training sessions to maximize team efficiency and maintain service standards • Contribute to team meetings to share challenges, best practices, and product knowledge • Contribute to and maintain the internal knowledge base so institutional knowledge is accessible to the whole team Job Qualifications: The qualifications we are looking for are mixture of work experience and educational background. They are split into Minimum Qualifications (must have) and Additional Qualifications (nice to have) along with soft skills (competencies) needed for the role: Minimum Qualifications: 1+ year of customer service experience in a technical or software environment 1+ years proven problem-solving skills — you find the answer, you don’t just escalate everything 1+ years Ability to multi-task effectively across simultaneous customer interactions and system tools 1+ Demonstrated, habitual use of AI tools (Claude, ChatGPT, Copilot, or similar) in a professional setting — this is a baseline expectation Additional Qualifications: Land records experience strongly preferred — familiarity with county recording processes, document management, or land record systems (Deeds, Mortgages, Liens, Plats, etc.) is a significant advantage Experience with technical documentation Proficient with CRM platforms Soft Skills: Customer-first in every interaction Self-directed and accountable — remote work requires both Calm under pressure, especially with government clients who may be non-technical Collaborative and communicative with teammates and leadership Adaptable in a fast-moving environment Strong verbal communication and exceptional written skills The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Working Environment: This job operates in a professional office environment or remote home office location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Periods of stress may occur. This role may occasionally encounter Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.