Software Support Representative
New
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- SQLCustomer serviceNetworkingTechnical support
Requirements
- Associate degree in a related field, or equivalent combination of education, training, and experience.
- Working knowledge of Windows operating systems and internet browsers.
- Familiarity with internet protocols and general networking concepts.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Strong customer service and interpersonal skills.
- Excellent organizational and self-management abilities.
- Able to work independently and collaboratively to resolve issues.
- Willingness to travel and participate in on-call rotation as needed.
Responsibilities
- Provide first-level support for banking software to financial institution customers, including issue resolution and troubleshooting.
- Configure and train clients on software modules and provide applications.
- Participate in help desk activities, handling daily support inquiries via phone, email, or remote tools.
- Travel to customer sites for installations, upgrades, and training sessions as needed.
- Participate in after-hours support rotation once proficient in product functionality.
- Work closely with internal teams such as QA, Development, and IT to identify and resolve complex issues.
- Document support procedures and client-specific configuration steps.
- Maintain accurate records of all customer interactions using internal call tracking/reporting systems.
- Keep instructional materials and customer-facing documentation current and relevant.
- Communicate status updates and key customer concerns to management.
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