Software Support Specialist
New
S
StorableProperty Management Software
Storable is a fully distributed company, but is currently only registered for employment in certain states., 10:00am – 7:00pm ESTFull-TimeMiddle
Salary$40,000 — $45,000 USD
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Job Details
- Experience
- At least 2 years of product support experience
- Required Skills
- Customer serviceTroubleshootingTechnical supportCRM
Requirements
- Bachelor’s degree in Business Applications, Computer Science, or a related field (desired).
- At least 2 years of product support experience, preferably in a technical support position.
- Experience utilizing CRM systems.
- Strong interpersonal, verbal, and written communication skills.
- Excellent phone skills with active listening and questioning techniques.
- Knowledge of customer service principles and practices.
- Ability to execute step-by-step troubleshooting procedures and form customized solutions.
- Must reside in one of the approved US states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY.
- Professional, solution-oriented, and team-oriented attitude.
- Ability to manage multiple tasks and handle interruptions.
Responsibilities
- Communicate with clients via phone to understand concerns and log incidents in the CRM system.
- Manage assigned email cases and perform follow-up calls to resolve issues.
- Classify incidents by severity and priority and utilize documentation to resolve issues.
- Investigate complex, novel issues and collaborate with team members on resolutions.
- Replicate and log bugs and escalate complex technical inquiries to R&D or senior engineers.
- Contribute to and update the internal knowledge base and community resources.
- Retain ownership of requests and provide regular status updates to customers.
- Participate in virtual training and complete product certifications.
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