14,085 Support Analyst jobs in the United States

At the Client an array of talents work together towards the same goal: to improve human health by creating ground-breaking medicines. Technology User Services (TUS), part of Client Informatics (RX), supports the BR mission by delivering exceptional support to our scientists and administrators. Support Analysts work collaboratively in teams to support communities of users, bringing the right expertise to provide timely, reliable, and innovative solutions. They spend time working in scientific labs and departmental locations to build relationships, understand the business, and assist with technology to support the work. They represent community needs to the broader RX organization and conversely share technology trends and solutions with the community. In addition to providing relationship-based support to designated communities, Support Analysts assist with day-to-day IT support (PC, Mac and mobile hardware, network, In-house and third-party software) to a broader Client population who seek help.

Major Accountabilities

• Provide high-quality support services at walk up locations, in departmental offices and labs, and online to end users performing diverse roles within BR and possessing varying degrees of technical skill
• Maintain up-to-date knowledge of hardware and software commonly used within BR
• Troubleshoot and resolve technology issues reported by end users
• Track and document work in service tickets to enable monitoring of metrics and sharing of knowledge
• Learn and adhere to company Information Security & Risk Management standards including security patching
• Work collaboratively on teams learning from others and sharing expertise and accountability for team's success.
• Maintain strong working relationships with end users and colleagues across RX
• Provide input to efforts aimed at improving services and streamlining work
• Draft documentation and knowledge articles for the effective use of hardware and software.
• Assist in delivering end-user training on effective use of productivity tools
• Asset Management - Physical Inventory
• Staging and deployment for Lab and office machines

• Strong customer service mindset
• Strong interpersonal and communication skills (written and verbal)
• Exceptional troubleshooting skills
• Ability to prioritize and effectively manage assigned work
• Proven ability to assume responsibility and remain calm in stressful situations
• Curious, eager to learn and open to feedback.
• Bachelor's degree in a technology field or equivalent work experience
• 2-5 years of progressive experience with hands on troubleshooting and support for Windows, MacOS, and/or Linux systems

Harris School Solutions is seeking a detail-oriented and customer-focused NextGen Support Analyst  to join our Support Services team. This role is pivotal in delivering high-quality technical support for our NextGen software solutions, ensuring customer satisfaction, and contributing to continuous process improvement.

• Customer Support:  Respond to support tickets with accuracy and timeliness, resolving technical issues and guiding users through solutions.
• Technical Troubleshooting:  Assist with diagnosing and resolving software-related problems, escalating complex issues as needed.
• Documentation:  Maintain and contribute to internal knowledge bases and support documentation to ensure consistent and accurate responses.
• Customer Engagement:  Communicate effectively with clients to understand their needs, provide updates, and build trust.
• Training Support:  Participate in onboarding and training sessions for new team members and clients, ensuring clarity and consistency.
• Process Improvement:  Use data and feedback to identify inefficiencies and propose enhancements to support workflows.
• Billing and Renewals Assistance:  Support the team in managing customer billing inquiries and renewal processes.

• Associate’s or Bachelor’s degree in a related field, or equivalent experience.
• 2+ years of experience in a technical support or customer service role, preferably in a software environment.
• Experience with financial software , especially in school district setting, is strongly preferred.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication abilities.
• Familiarity with support ticketing systems and remote troubleshooting tools.

• Empathy and approachability in customer interactions.
• Initiative and curiosity to learn and improve.
• Ability to work independently and collaboratively.
• Strong organizational skills and attention to detail.

Support Analyst
 

System Innovators is seeking an experienced Support Analyst to to join our team!
 

The Support Analyst will provide application support to customers that will involve answering complex questions on the function and usage of our products. You will triage, investigate, manage, track and close client support issues, specifically related to the functions of the application(s) and services provided by the Client Services team.

You will also be responsible for contributing to a knowledge base and supporting user webinars among other training/services (Remote and Onsite with clients).

What your impact will be:

• Operate as a front line primary support liaison between System Innovators and our clients to effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
• Assess a variety of situations, reviewing software configuration, set-up, and software code to identify the correct resolution or escalate according to departmental guidelines
• Report detailed information within the ticket tracking system that includes capturing the reported problem, troubleshooting steps, replication steps, and resolution procedures. 
• Assist with the documentation of new processes and procedures and help to define improvements to current support processes 
• Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
• Identify areas to improve processes to make the customer experience better tomorrow than it was today
• Provide training and demonstration of products provided by System Innovators to our client base (Remote and/or Onsite)
• Provide weekend on-call support within a rotation of all team members (on-call compensation provided)
• As scheduled, provide dedicated client support assistance outside of standard operating hours
• Work a 4 day work week, 10 hours per day (4/10 shift) after training period
• Subject matter expertise in all support matters regarding multiple web products which integrate with our flagship product iNovah
• Ability to support, troubleshooting, and maintenance of web applications, windows applications, SOAP APIs, and other integrations used by iNovah clients

What we are looking for:

• Minimum 3 years proven experience working within a software support environment
• Customer-focused individuals who are comfortable with providing phone support to clients to resolve critical production issues
• High level of expertise supporting websites in different network topologies
• Comprehensive understanding of Microsoft Internet Information Services (IIS)
• Solid grasp of server and Windows domain administration
• Solid grasp of online and over the counter

Support Analyst
Harris Govern - Remote

Harris Govern is looking for a Support Analyst to join our growing team!

As the Support Analyst you will be responsible for providing exceptional customer support and training for our suite of CAMA and tax products.

This position is budgeted for a starting base salary between $50,000-65,000/year based on experience.

What your impact will be:

• Provide first-line support to clients, addressing inquiries and resolving technical issues via phone, email, or live chat. 
• Troubleshoot and diagnose software and hardware issues, working closely with clients to gather necessary information and ensure timely resolution. 
• Conduct training sessions typically via webinar and/or on-site.
• Document and track support cases using the appropriate tools, maintaining accurate records of customer interactions, issues, and resolutions. 
• Advocate for the client to ensure timely and accurate issue resolution.
• Escalate more complex support requests to the appropriate team members or departments, ensuring proper follow-up and communication throughout the resolution process. 
• Collaborate with team members to share knowledge, improve processes, and stay up-to-date on industry trends, emerging technologies, and best practices in customer support. 
• Other job-related duties and responsibilities as may be assigned from time to time.
• Contribute to the development and maintenance of support resources, such as FAQs, user guides, and knowledge base articles. 
• Participate in ongoing training and development programs to continuously enhance technical skills and customer service abilities. 
• Provide feedback and suggestions for process improvements, product enhancements, and customer support tools to help drive continuous improvement in the support services department. 
• Occasional travel (0-25%) for on-site support required, at times on short notice.

What we are looking for:

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent experience. 
• A minimum of 2 years of experience in a technical support role. 
• Strong technical acumen, with the ability to troubleshoot and resolve a wide range of software issues. 
• Excellent problem solving skills: Identification, solution, and execution.
• Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers.
• Ability to review, prioritize, and respond to multiple client issues in a fast paced organization.
• Self-motivated.
• Proactive: Anticipates issues and actively initiates change.
• Teachable: Open and able to learn new processes and products.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with clients and team members at all levels. 
• Proficiency with customer support software and tools, such as CRM systems, ticketing systems, and remote support tools. 
• Ability to work independently and as part of a team, managing multiple priorities and meeting deadlines in a fast-paced environment. 
• Familiarity with industry trends, emerging technologies, and best practices in customer support. 

What will make you stand out:

• Committed to excellence.
• Exposure to relational databases or SQL desired.
• Understanding of Mass Appraisal and/or Tax Office industry highly desired.

What we offer:

• A competitive compensation package
• Ability to work remotely
• Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)
• Paid Vacation

About us:

Since 1975, Harris Govern has provided end-to-end software software for over hundreds of Local Government agencies in the United States and Canada. Our systems help agencies increase revenue and efficiencies through workflow automation, GIS integration, and document management.

Our headquarters in Allen, TX and Montreal, QC and regional office in Fort Collins, CO allows us to provide you with the operational support that you need to keep your agency and teams running smoothly. All of our software solutions come backed with the best team of technical experts who provide ongoing support throughout the lifecycle of your contract.

Position Overview:

PrismRBS is seeking a Support Analyst to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s).

They will also be responsible for contributing to a knowledge base and supporting user forums. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between company and customer.  In this role, you will work closely with the Director of Financials Support, and be supported by a great team, in providing exceptional customer service and development support.

• Fully Remote
• Equipment Provided
• $20-$22/hour

Role Responsibilities:

• Operate as a frontline, primary support liaison between Cayenta and our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
• Assess a variety of situations, reviewing software configuration, set-up and software code and 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 & objectives
• Regularly review the database of submitted items and proactively follow up with clients to ensure that their enquiries and/or issues have been satisfactorily resolved
• Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
• Maximize and maintain current knowledge and awareness of applications and related technologies
• Sound understanding of API and web services technologies and functions
• Email technology troubleshooting
• Ability to present Support webinars, both internally to staff as well as to customers via the Web
• Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
• Ability to interpret requirements, and recommend solutions that best address clients' needs
• Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
• Strong ability to multi-task and prioritize work effectively
• Exceptional attention to detail and the ability to grasp concepts quickly
• Other duties as assigned by management.

About Prism:

Prism is the largest Campus-wide Technology Services (ERP) provider in higher education retail. Specializing in Point of Sale, Back-office ERP and eCommerce websites for 500+ campus locations in the United States and Canada.

• Receive and triage support needs from North American customers.
• Engage proactively with customers from a support perspective
• Lead and join customer meetings with support focus
• Deliver 2nd line application and technical support for our cloud-based SaaS platform-focused on housing, residence life, and commercial events in higher education.

• Use your SQL and relational database skills to investigate, analyze, and solve complex data and configuration issues.
• Leverage your hands-on experience with Microsoft SQL Server and Microsoft Azure to troubleshoot performance, connectivity, and platform-related incidents.
• Collaborate with global development and infrastructure teams to escalate and resolve deep-rooted technical issues.
• Support software upgrades, patching and cloning

• Manage support cases end-to-end. Coordinate with 1st line, 3rd line, and product teams, but always stay in the driver's seat.
• Keep customers informed, confident, and satisfied throughout the resolution process as case manager.

• Share insights and feedback with internal teams to influence product improvements.
• Help ensure our tools don't just function-they work better for the people using them.

• 3-5 years in a technical support, application support, or help desk role-ideally in SaaS, enterprise software, or higher education environments.
• Strong SQL and relational database experience -you're comfortable writing queries, diagnosing performance issues, and supporting data-driven applications.
• Hands-on experience with Microsoft SQL Server -you understand their real-world implementation and day-to-day support needs.
• Excellent problem-solving and communication skills-you can translate technical speak into human language and vice versa.
• Familiarity with support and ticketing tools like Zendesk, Jira, or Salesforce.
• A growth mindset-you're proactive, adaptable, and eager to learn.
• A passion for helping people, solving problems, and delivering a best-in-class customer experience.

• Be Authentically You - dress and express however you feel most confident
• Flexible Working - because life doesn't always run on a schedule
• Top-notch Training & Development - your growth is our priority
• Annual Bonus - get rewarded when Kinetic wins
• US Benefits - including medical, dental, disability, 401k, PTO, 2 wellbeing days, one community day and more

• Hybrd: 3 days onsite, Friday and Monday remote.
• W2 position; 6 months

• The Customer Support Analyst receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served.
• Will train on new business applications and be prepared to support upcoming system implementations.
• Maintains high levels of customer satisfaction, demonstrates commitment to quality, related to operational and technical support of complex products and/or processes of the