Support Specialist at Manatron, Inc. in Austin, Texas

Job Description:

As a Support Specialist, you will provide application support and expertise to both our customers and internal resources. This will involve answering complex questions, contributing to our knowledge base, and serving as a support liaison between the company and our customers. Working closely with other Support team members and counterparts on the Research and Development team, you will investigate, manage, track, and close client support issues, specifically related to the database and function of the application(s) and escalations.

• Work directly or indirectly with customers to provide services and help resolve user issues


• Assess a variety of software scenarios, reviewing software configuration, set up, and software code to identify the correct resolution or escalate according to departmental guidelines


• Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals and objectives


• Work closely with other team members, exchanging knowledge through training sessions, and producing documentation


• Create and conduct training for customers on functionality and best practices for products, including at user conferences


• Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defects


• Work with our Account Managers to process and track contracted services


• Review all technical support related processes and documentation for continuous improvement

What would make you stand out:

• Experience with relational databases and reading / writing T-SQL


• Previous experience with property tax software support and or knowledge of the property tax life cycle


• Experience with the following: SQL, Excel, SSRS Reports


• Sound understanding of API and web services technologies and functions

Competencies:

• Action Oriented


• Approachability


• Customer Focus


• Informing


• Listening


• Managerial Courage


• Patience


• Peer Relationships


• Technical Learning


• Time Management

Supervisory Responsibility:

This position has no supervisory responsibilities.

Required Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 3 + years' experience in Customer Service Role


• Excellent interpersonal, written, and oral communication skills


• Excellent listening skills and the ability to ask probing questions, understand concerns, overcome objectives and resolve problems


• Strong work ethic and self-starter, ability to work independently and as a team player


• Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment


• Must possess professional and friendly attitude and be able to quickly develop a rapport with clinicians over the phone


• Ability to learn and navigate new software quickly


• Typing skills and computer proficiency

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 come into contact with 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.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or hear.


• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stoop as necessary. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Expected Hours of Work:

Some flexibility in hours is allowed, but the employee must be available during the "core" work hours.

Travel:                         

Quarterly

AAP/EEO Statement

Harris Computer is an EEO/AA/Disability/Vets Employer.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.