Support Analyst (EdTech)

TL;DR

Support Analyst (EdTech): Providing high-quality technical support for NextGen software solutions, resolving issues, and guiding users to successful outcomes with an accent on problem-solving and customer relationships. Focus on diagnosing software-related issues, creating documentation, and improving support processes.

Location: Remote (Alabama, Georgia, South Carolina, Florida, United States)

Company

Harris School Solutions seeks a detail-oriented and customer-focused NextGen Support Analyst to join their Support Services team.

What you will do

• Respond to customer support tickets accurately and efficiently, resolving issues and guiding users to successful outcomes.
• Diagnose and resolve software-related issues related to NextGen solutions.
• Create, maintain, and enhance internal knowledge base articles and support documentation.
• Communicate professionally and empathetically with clients to understand their needs, provide updates, and build trust.
• Assist with onboarding and training for new team members and customers.
• Support the team in responding to customer billing questions and renewal-related inquiries as needed.

Requirements

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

Nice to have

• Empathy and approachability in customer interactions.
• Initiative and curiosity to learn new systems and improve processes.
• Ability to work effectively both independently and as part of a collaborative team.
• Strong organizational skills and attention to detail.

Culture & Benefits

• This is a fully remote job.
• An ideal candidate needs to be self driven and comfortable learning new things.