Software Support Specialist

Responsibilities

Incident Handling

• Communicate primarily by phone with clients to understand questions and concerns and register incidents in the CRM system.
• Manage assigned email cases and make outbound calls when needed to resolve issues.
• Use knowledge-base articles and reference materials to resolve incidents.
• Investigate and resolve incidents without known solutions.
• Collaborate with team members on incident resolution.
• Follow standard processes and procedures.
• Retain ownership of requests, provide status updates, and manage aging assigned requests.
• Meet service-level standards defined by Technical Support management.
• Handle interruptions and move between tasks while meeting deadlines.
• Participate in an after-hours rotation.

Incident Escalation

• Troubleshoot technical issues with clients using product knowledge and support processes.
• Maintain an intermediate understanding of assigned products, including system changes and updates.
• Escalate complex inquiries with complete documentation and relevant details.

Customer Care

• Contribute content to the Support Knowledge Base.
• Complete training for complementary third-party products.
• Use discretion when handling critical client calls and escalate to management when appropriate.
• Prioritize customer satisfaction in all duties.

Requirements

• At least 2 years of phone-based product support experience in a customer support or technical support role preferred.
• Excellent verbal and written interpersonal communication skills.
• Strong phone skills, active listening, and effective questioning techniques.
• Strong knowledge of customer service principles and practices.
• Ability to resolve escalated technical issues through problem identification, solution development, and step-by-step troubleshooting.
• Thorough knowledge of relevant software applications and computer equipment.
• Positive, professional, solution-oriented, motivated, enthusiastic, and team-oriented attitude.
• Ability to handle interruptions and change tasks while meeting deadlines.
• Ability to follow departmental processes and procedures.
• Experience using CRM systems.
• Familiarity with Google Workspace applications, including Google Docs, Google Sheets, and Gmail.
• High-speed internet access.

Nice-to-Haves

• Bachelor's degree in Business Applications, Computer Science, or a related field.
• Salesforce experience.
• Familiarity with HTML and domain DNS settings, including GoDaddy.

Schedule

• Monday–Friday: 11:00 a.m.–8:00 p.m. EST.
• Saturday: 9:00 a.m.–6:00 p.m. EST.
• Sunday and one additional day off.
• Six-week training period, Monday–Friday, 11:00 a.m.–8:00 p.m. EST.

Compensation

• Annual salary: $40,000–$55,000.