Support Analyst

Job Overview

We are seeking a Support Analyst for the Aumentum Technologies support team. The role involves providing application support to customers, answering complex questions related to product usage, investigating, managing, tracking, and closing client support issues, contributing to a knowledge base, supporting user forums, and delivering customer training.

• Provide application support and expertise to customers and internal resources.
• Answer complex questions and serve as the primary support liaison.
• Investigate, manage, track, and close client support issues, including database functionality and application behavior.
• Work directly or indirectly with customers to resolve user issues and deliver product training virtually and onsite.
• Assess software scenarios, review configuration and documentation to determine the correct resolution or appropriate escalation.
• Report detailed information within the client tracking system and document processes following defined guidelines and goals.
• Collaborate with team members, exchange knowledge through training sessions and meetings, and produce documentation.
• Create and conduct training for customers on functionality and best practices, including at user conferences.
• Collaborate with customers, product, and engineering teams to document proposed enhancements and determine resolution to software defects.
• Review technical support processes and documentation for continuous improvement.

• 3+ years of experience in a technical customer support role.
• BS/BA degree in a related business or technical field, or equivalent industry experience.
• Exceptional customer service and a professional, friendly attitude.
• Strong verbal and written communication skills with professionalism toward clients and coworkers.
• Excellent problem-solution skills (identification, solution, execution).
• Team player willing to share knowledge and learn with the team.
• Ability to review, prioritize, and respond to multiple client issues in a fast-paced environment.
• Proactive mindset to anticipate issues and initiate change.
• Teachability: open to learn new processes, technologies, and products.

• Exposure to local government property taxation software and/or practices.
• Experience with property assessment software or knowledge of the property assessment lifecycle.
• Experience with relational databases, including reading and writing T-SQL.
• Experience with Microsoft applications and report query solutions.

Salary range: $60,000 – $70,000 USD per year.

As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgment. All subsequent evaluations and final hiring decisions are made by our recruitment professionals.

AI does not make final hiring decisions.

Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at Harris

TalentA Accommodation requests may be made at any time.

Know Your Rights Poster EO 13496:
Notification of Employee Rights under Federal Labor Laws. Our commitment to fair and equitable hiring.