Senior Support Escalation Specialist jobs in United States
cer-icon
Apply on Employer Site
company-logo

Harris Computer ยท 11 hours ago

Senior Support Escalation Specialist

positionArkansas, United States
timeFull-time
remoteHybrid
seniorityMid, Senior Level
date3+ years exp

Harris Computer is a leading provider of software solutions for the utility, local government, and education industries. This role involves providing advanced technical assistance, mentoring junior support members, and contributing to the continuous improvement of support processes.

Computer Software
check
Growth Opportunities
check
H1B Sponsor Likelynote

Responsibilities

Assist in resolving product or escalated service problems by clarifying the customer's complaint
Coordinate with team lead and/or manager to gather important customer feedback
Create opportunities for upsells and or cross-sells that can be referred to the Sales Team
Provide top-notch services that will delight customers to assist with the continuous improvement of web applications
Ensure proper escalation to internal stakeholders when needed
Handle support calls or tickets
Installing and updating product line applications, integrated 3rd party applications, and operating system and/or database applications
Exercise sound professional judgment in investigating technical problems
Collects detailed information to categorize requests to establish a method of resolution
Documentation of all customer communication through tickets

Qualification

Technical support experienceProblem-solving abilitiesCustomer service experienceTechnical documentationData analysisMulti-taskingAutonomous workVerbal communication skillsWritten communication skills

Required

Bachelor's degree in Business Administration or relevant, or relevant experience
3+ years of experience in a customer support role
Ability to gather and examine data to assist with support issues and provide action items for others in the organization
Proven computer skills and comfortable using online technologies
Experience working with novice computer users and patience
1+ year(s) of customer service experience in a technical environment or relevant experience
Proven problem-solving abilities
Proven verbal skills and exceptional written skills
Experience in technical documentation
Ability to multi-task effectively
Work well autonomously

Benefits

3 weeks' vacation and 5 personal days
Comprehensive medical, dental, and vision benefits starting from your first day
Employee stock ownership and RRSP/401k matching programs
Lifestyle rewards
Remote work and more

Company

Harris Computer

twitter
Glassdoor4.1
company-logo
Harris provides mission-critical software solutions for the Public Sector, Healthcare, Utilities, and Private Sector verticals throughout North America, Europe, Asia, and Australia.
dateFounded in 1976
location
Ottawa, Ontario, CA
people-size10001+ employees
web-link
http://www.harriscomputer.com

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 Stage

Leadership Team

leader-logo
Scott Thomas
Group Leader/CEO - Novum Group, Harris Healthcare (Constellation Software TSX:CSU)
linkedin
leader-logo
Diane Gibson, SHRM-CP
Human Resources Business Partner
linkedin
Company data provided by crunchbase