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Software Support Specialist
Skills
Microsoft SQL ServerCustomer ServiceHTMLIT EscalationOperating SystemsProduct SupportTraining
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- At least 2 years of product support experience preferably in technical support
- Excellent verbal and written communication skills with strong phone etiquette
- Ability to stay calm professional and solution oriented under pressure
- Proven troubleshooting ability for escalated technical issues and customized solutions
- Excellent customer service knowledge and client handling skills
- Experience using CRM systems
- Ability to follow departmental processes and procedures
- Intermediate understanding of relevant software applications and equipment
- Availability to work rotating shifts including evenings public holidays and weekends
- Must be authorized to work in the United States full time
- Must reside in an eligible U.S. state
Nice to have
- Positive attitude
- Team oriented
- Enthusiastic
- Solution oriented
- Professional
Day to day
- Provide warm and customized support to customers by phone and email while accurately logging and managing incidents in the CRM system.
- Investigate complex technical issues using knowledge bases reference materials and product knowledge then troubleshoot root causes and resolve cases or escalate them appropriately.
- Collaborate closely with team members senior engineers and other departments to document bugs update support resources and maintain strong service levels.