Software Support Specialist
New
S
StorableSelf-storage 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
- At least 2 years of product support, support analyst, or technical support experience.
- Bachelor’s degree in Business Applications, Computer Science, or a related field (desired).
- Excellent interpersonal, verbal, and written communication skills.
- Proven experience with effective questioning techniques and active listening via phone.
- Proficiency in utilizing CRM systems.
- Ability to execute step-by-step troubleshooting procedures and identify customized solutions.
- Strong knowledge of customer service principles and practices.
- Ability to remain calm and professional while handling high-pressure client interactions.
- Computer/IT certifications are considered a plus.
- Experience handling multitasking and interruptions while meeting deadlines.
Responsibilities
- Communicate primarily via phone to understand client concerns and log incidents in the CRM.
- Manage and resolve daily email cases and perform follow-up calls as needed.
- Classify incidents based on severity and priority levels.
- Investigate and resolve complex issues using existing resources or troubleshooting processes.
- Collaborate with team members and escalate complex cases to senior engineers or R&D.
- Update and contribute new content to the support Knowledge Base.
- Maintain ownership of requests, provide status updates to customers, and manage request aging.
- Replicate and log software bugs in the tracking system.
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