Support Analyst

WinCap Support Analyst

Harris School Solutions is seeking a dedicated and detail-oriented Support Analyst to join our WinCap support team. The successful candidate will provide application support to customers using our WinCap School Financial Management software product line, assisting with complex questions related to its function.

In this role, you will work closely with the Director of Client Services and be supported by a great team in providing exceptional customer service and development support.

This position is budgeted for a starting salary between $55,000 - $70,000/year based on experience.

What your impact will be:

• Serve as a frontline, primary support liaison for WinCap clients by responding effectively to inquiries received by electronically submitted support tickets and phone.
• Handle escalated support tickets; working directly with customers to provide services and help resolve problems.
• Deliver training sessions for client webinars and user groups.
• Manage requests for bug fixes and software enhancements.
• Identify and recognize issues within the application, escalating to the development team when needed.
• Use discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Collect detailed information to categorize request in order to determine method of resolution and create processes and guides.
• Demonstrate excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively.
• Exercise sound professional judgment in analysis of problem in order to: (1) attempt solution by phone, or (2) decide proper level of maintenance required to solve problem.
• Other duties as assigned.

What we are looking for in a candidate:

• Bachelor's degree in accounting or equivalent work experience.
• Knowledge of basic accounting principles and reporting standards, especially as they apply to fund-based accounting within school districts.
• Outstanding customer service and organizational skills.
• Exceptional analytical, troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Positive, results oriented mindset.

What will make you stand out:

• Accounting and/or payroll experience within a NY State school district or BOCES.
• Application support experience with accounting and payroll software packages.
• Knowledge of BOCES Services and BOCES Aid calculations and filings.