Customer Service Representative providing technical support via e - mail, phone, or chat. Addressing customer inquiries on products and services while maintaining documentation.
About the role
- Software Support Specialist providing technical support for document management software to over 2000 customers. Diagnosing issues, documenting interactions, and collaborating with development teams.
Responsibilities
- Diagnose and troubleshoot software issues, escalating complex cases when needed
- Document support interactions and resolutions comprehensively
- Educate clients on software features and best practices to optimize their experience
- Assist in developing knowledge base articles
- Provide hands-on support by addressing technical problems, answering how-to questions, and offering tailored solutions
- Communicate with customers via support tickets, phone calls, and remote sessions
- Collaborate with the development team to report bugs, escalate issues, and submit feature requests
Requirements
- Proven experience in a software support role or a similar technical support position
- Hands-on experience in a help desk or customer support environment
- Exceptional verbal and written communication skills
- Strong customer relationship-building abilities
- Excellent software troubleshooting and problem-solving capabilities
- Basic understanding of Windows administration, including NTFS permissions, network file shares, and Active Directory
- Positive, patient, and empathetic attitude towards customers and colleagues
- High intellectual curiosity with a desire to grow and learn continually
- Ability to work independently in a fast-paced, innovative, and collaborative team environment
- Strong organizational skills with the ability to meet goals and deadlines
- Adaptable to changing priorities as required
- Familiarity with Windows Security, basic networking, and/or SQL queries is a strong advantage
Benefits
- 120 hours of PTO yearly that begins accruing on start date
- Comprehensive benefits package after 60 days of continuous employment
- Company paid life insurance for employees
- Company matching retirement plan after one year of service
- Budget for professional development
Job title
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