<p><b>Support Specialist</b><br> </p><p><b>Overview</b><br>As a Support Specialist, you will be a crucial point of contact for our customers, providing expert application support and ensuring their satisfaction. You'll handle complex inquiries, contribute to our knowledge base, and act as a vital link between our customers and internal teams, helping to maintain strong relationships and drive continuous improvement.</p><p></p><p><b>What you will be doing</b></p><ul><li>Provide prompt, professional, and courteous assistance to customers via phone, email, chat, or in-person.</li><li>Address customer inquiries, complaints, and requests, ensuring customer satisfaction and positive experiences.</li><li>Maintain in-depth knowledge of the company’s products or services to provide accurate information and guidance to customers.</li><li>Stay updated on product updates, promotions, and new offerings to inform and assist customers effectively.</li><li>Identify and resolve customer issues, complaints, or concerns in a timely and efficient manner.</li><li>Collaborate with other departments (e.g., technical support, billing) to resolve complex problems and provide solutions.</li><li>Actively listen to customers to gather feedback on their experiences and suggest improvements to products, services, or processes.</li><li>Document customer feedback and report recurring issues or trends to management for further action.</li><li>Accurately enter customer data and interactions into the company’s customer relationship management (CRM) system or database.</li><li>Ensure that all customer interactions are logged and tracked for follow-up and service improvements.</li><li>Identify issues that require escalation and ensure they are passed on to the appropriate team or supervisor for resolution.</li><li>Follow up with customers after escalation to ensure their concerns have been addressed.</li><li>Build and maintain strong relationships with customers by providing exceptional service and personalized attention.</li><li>Ensure customer loyalty by ensuring satisfaction with every interaction, fostering trust, and encouraging repeat business.</li><li>Work with other customer service representatives and departments to share knowledge, solve problems, and ensure smooth service delivery.</li><li>Contribute to team meetings or training sessions to discuss challenges and share best practices.</li><li>Follow company policies and procedures for handling customer inquiries, complaints, and orders to ensure consistency and compliance.</li><li>Stay informed about any changes in policies, products, or services to accurately communicate information to customers.</li><li>Perform other tasks and assignments as needed.</li></ul><p></p><p><b>What we are looking for</b></p><ul><li>1+ year(s) of customer service experience in a technical environment or relevant experience.</li><li>Proven problem-solving abilities.</li><li>Proven verbal skills and exceptional written skills.</li><li>Experience in technical documentation.</li><li>Ability to multi-task effectively.</li></ul><p></p><p><b>Benefits</b></p><ul><li>3 weeks' vacation and 5 personal days</li><li>Comprehensive medical, dental, and vision benefits starting from your first day</li><li>Employee stock ownership and RRSP/401k matching programs</li><li>Lifestyle rewards</li><li>Remote work and more</li></ul><p></p><p><b>About Harris Computer</b><br>Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia.</p><p></p><p>Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams!</p><p></p><p>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”!</p><ul><li>We empower our employees to make a difference</li><li>We have an award-winning culture</li><li>We offer opportunity to learn</li><li>We are financially strong and we are owned by the largest software company in Canada (CSI)</li><li>We have fun!</li></ul><p>Follow us on social media to learn more about our company values, culture and initiatives!</p><ul><li>Instagram: @weareharris</li><li>LinkedIn: Harris Computer</li></ul><p></p><p><b>Salary Range</b><br>The hiring range for this role is $22 to $25 USD per hour. Final compensation will be based on experience, skills, market conditions, and internal equity.</p><p></p>