Software Support Specialist

What you'll do

Incident Handling

• Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received via phone in the CRM system
• Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed
• Classify incidents based on severity and priority
• Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents
• Investigate and resolve incidents with no known solution
• Collaborate with other team members to assist them with resolution of incidents
• Contribute and update our Knowledge Base and Communities
• Accept and retain ownership of requests, provide regular updates to support and/or customers on the status of each request and manage aging of assigned requests
• Ensure service level standards are achieved (as defined by the Technical Support management team)
• Handle interruptions well and move between tasks with ease while still meeting deadlines

Incident Escalation

• Troubleshoot technical issues with clients using learned product knowledge and support processes
• Collaborate with Senior or Principle Support Engineers on complex cases when appropriate
• Replicate and log reported bugs in bug tracking system
• Escalate cases to Escalation or R&D Engineers when required
• Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries
• Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.

Customer Care

• Attend virtual and classroom based training classes
• Complete certifications for company products
• Complete training for complementary 3rd party products
• Use appropriate discretion in handling critical client calls and escalating calls to management
• Perform each duty above with our customers' satisfaction as your number one priority.
• Assist in training new Technical Support team members
• Contribute new content to the Support Knowledge base
• Work shift rotation to cover evenings, public holidays and weekends

What You’ll Need

• Bachelor’s degree in Business Applications, Computer Science, or a related field is desired
• Computer/IT Certification a plus (or equivalent years of work experience)
• At least 2 years of product support experience, preferably in a support analyst or technical support position preferred
• Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
• Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
• Excellent knowledge of customer service principles and practices with previous customer service experience
• Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures
• Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
• A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
• Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
• Ability to follow department processes and procedures
• Experience utilizing CRM systems

Bonus Points

• Advanced Website knowledge, DNS + AWS backend experience
• Intermediate desktop OS knowledge, understanding file paths on a local PC
• Experience using remote tools to troubleshoot
• Basic knowledge of how businesses reconcile payments and revenue
• Intermediate network communication, network security, network administration and wireless networking knowledge
• Understanding of payment processing, troubleshooting EMV devices
• Proficiency supporting multiple versions of Windows
• Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari