Customer Support Analyst

Customer Support Analyst

Harri is the first enterprise ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First driven individuals that want to exceed the expectations of those that share an experience with our brand. 

If you’re a builder, problem solver, and love the fast pace of a startup, it’s time to come meet the Harri family. 

A Day in the Life of a Harri Customer Support Analyst:

This is a “roll-up-your-sleeves and work hard with a team of passionate people” type of position.  As a Harri Customer Support Analyst (Level 1), you will support customers, along with their employees and applicants, who utilize the Harri application to build, manage, and engage their teams.  You will use advanced troubleshooting techniques to address customer concerns ranging from basic questions to critical/time-sensitive issues. You will instill confidence in our customers, build their trust in Harri as a valued partner and have a significant impact on our customers’ experience with our product through effective engagement and timely issue resolution.

Duties and Responsibilities:

• Maintain high customer satisfaction with primary focus on providing the best customer support.
• Interact with customers, as well as their employees and applicants, via phone, chat and email to proficiently and consistently troubleshoot and resolve basic issues for the Harri suite of products within our defined SLAs.
• Accurately capture case notes, document activities and manage cases in a way that is clear, concise and actionable by other internal resources and a customer viewing from the case portal
• Quickly identify when issues are more complex and gather appropriate information to triage to a senior member of the Support team to resolve.
• Author, edit and publish quality Knowledge Base content to improve customer self-service resources
• Accurately link and categorize cases upon case closure to help inform root cause of customer contacts
• Occasional weekend and holiday work is required

Qualifications:

• Fluent in English is required. Fluency in Spanish also is a plus, but not required.
• Associate or Bachelor’s degree or previous technical troubleshooting experience
• Passion for customer service - Extremely motivated individual who is passionate about their work and helping our customers achieve success.
• Natural knack of curiosity & detail oriented - Excellent troubleshooting skills, including research of software application errors and issue re-creation.
• Exceptional verbal and written communication skills. Ability to clearly communicate customer’s needs to technical support staff and communicate case details to customers and/or management.
• High level performer who excels in both a team and individual environment. 
• Ability to perform and multi-task in a fast-paced environment, meeting all defined performance goals.

Customer Support Analyst

Harri is the first enterprise ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First driven individuals that want to exceed the expectations of those that share an experience with our brand. 

If you’re a builder, problem solver, and love the fast pace of a startup, it’s time to come meet the Harri family. 

A Day in the Life of a Harri Customer Support Analyst:

This is a “roll-up-your-sleeves and work hard with a team of passionate people” type of position.  As a Harri Customer Support Analyst (Level 1), you will support customers, along with their employees and applicants, who utilize the Harri application to build, manage, and engage their teams.  You will use advanced troubleshooting techniques to address customer concerns ranging from basic questions to critical/time-sensitive issues. You will instill confidence in our customers, build their trust in Harri as a valued partner and have a significant impact on our customers’ experience with our product through effective engagement and timely issue resolution.

Duties and Responsibilities:

• Maintain high customer satisfaction with primary focus on providing the best customer support.
• Interact with customers, as well as their employees and applicants, via phone, chat and email to proficiently and consistently troubleshoot and resolve basic issues for the Harri suite of products within our defined SLAs.
• Accurately capture case notes, document activities and manage cases in a way that is clear, concise and actionable by other internal resources and a customer viewing from the case portal
• Quickly identify when issues are more complex and gather appropriate information to triage to a senior member of the Support team to resolve.
• Author, edit and publish quality Knowledge Base content to improve customer self-service resources
• Accurately link and categorize cases upon case closure to help inform root cause of customer contacts
• Occasional weekend and holiday work is required

Qualifications:

• Fluent in English is required. Fluency in Spanish also is a plus, but not required.
• Associate or Bachelor’s degree or previous technical troubleshooting experience
• Passion for customer service - Extremely motivated individual who is passionate about their work and helping our customers achieve success.
• Natural knack of curiosity & detail oriented - Excellent troubleshooting skills, including research of software application errors and issue re-creation.
• Exceptional verbal and written communication skills. Ability to clearly communicate customer’s needs to technical support staff and communicate case details to customers and/or management.
• High level performer who excels in both a team and individual environment. 
• Ability to perform and multi-task in a fast-paced environment, meeting all defined performance goals.