Support Analyst

Job description

Support Analyst Harris Govern - Allen, Texas Harris Govern is a software provider for the property tax and appraisal industry. We place a high value on customer relationships to promote ‘customers for life’ and focus on developing collaborative, mutually beneficial partnerships with our customers and colleagues. We are currently seeking a Support Analyst to join our team! Details At Harris Govern, Support Analysts are responsible for providing support services to our clients utilizing in-house support tools (phone, live chat, help ticket system), as well as customer training, trade shows, and onsite client visits. Support Analysts in this role will assist clients in the usage and understanding of our Appraisal & Tax Collection software packages used by local governmental agencies throughout the state of Texas. We are seeking a highly capable Support Analyst who combines strong interpersonal skills with deep technical knowledge and modern AI proficiency. Key Responsibilities & Requirements Deliver exceptional written and verbal communication while establishing, building, and maintaining effective relationships with customers, prospects, and third-party partners. Demonstrate approachability, patience, strong listening skills, and the ability to thrive in a collaborative, team-oriented environment. Self-manage effectively, prioritize work, and consistently meet goals and deadlines with excellent organizational skills. Technical Expertise Possess in-depth knowledge of the company’s expanding library of software applications, extending well beyond basic functionality into advanced features and configurations. Demonstrate solid proficiency with SQL Server databases and the Microsoft 365 suite (Teams, Word, Excel, Outlook). Analyze complex issues, establish clear priorities, anticipate potential consequences, make sound decisions, and execute with meticulous attention to detail. Proactively learn existing applications, new technologies, and evolving methodologies; adapt quickly to change and achieve proficiency rapidly. Experience providing technical support for software applications is strongly preferred. Proficient in using modern AI platforms and tools (e.g., ChatGPT, Claude, Gemini, Microsoft Copilot, or similar enterprise AI solutions). Skilled in effective AI prompting techniques, including prompt engineering, iterative refinement, and leveraging AI to accelerate research, troubleshooting, documentation, customer communication, and knowledge-base development. Ability to integrate AI tools responsibly into daily workflows to improve efficiency, accuracy, and the overall quality of customer support. This role requires a candidate who pairs traditional technical support excellence with the ability to harness AI as a force multiplier in solving problems and delivering outstanding service. What we offer? Compensation will be commensurate with experience, technical abilities, industry knowledge, and job responsibilities. Harris offers excellent fringe benefits including a generous vacation policy and health, dental, life and disability insurance. #WeAreHarris Salary range: $60,000 - $70,000 USD per year.