Customer Support Technician

Red River Software•Post Falls, ID

About The Position

The RRS Customer Technologies Technician supports Red River Software’s products for customers nationwide. In this role, you will intake, document, triage, investigate, and resolve complex technical issues in a fast-paced, customer-focused environment. As your expertise with RRS products grows, you will also assist with remote software installations, working closely with customers and service providers to ensure smooth deployment and a high-quality experience. The position requires strong technical aptitude, exceptional attention to detail, and a proactive, solutions-oriented mindset. Technicians work cross-functionally to troubleshoot advanced issues, maintain accurate documentation, provide customer training, mentor new employees, and contribute to internal knowledge resources. They help manage escalated cases, perform quality assurance checks, and support continuous improvements across the support team. Qualified candidates bring experience in technical support, customer communication, issue documentation, and use of tools such as Microsoft Office, CRM platforms, and SQL databases. Success in this role depends on strong problem-solving skills, the ability to collaborate effectively with both technical and non-technical stakeholders, and a commitment to delivering efficient, customer-centered solutions. Job Description: Job Description Summary The RRS Customer Technologies Technician is responsible for supporting Red River Software’s products for customers nationwide. C-store Industry experience preferred.In this role, you will intake, document, triage, investigate, and resolve complex customer software issues within a fast-paced, collaborative environment. As your knowledge of Red River Software products deepens, you will also assist in performing and supporting remote installations of these solutions, partnering with customers and service providers to deliver a high-quality experience that helps their businesses operate efficiently and profitably. The Customer Support team is comprised of dedicated, multi-functional professionals operating in a dynamic, customer-centric environment. We seek individuals who demonstrate exceptional attention to detail, a strong technical aptitude, and a proactive, solutions-oriented mindset. Job Description

Requirements

2+years experience in any of the following industries: Accounting/Bookkeeping, Fuel Jobbers Operations, CO-OP Operations, Fuel Station Servicing
2+ years’ proven experience in a technical/systems support role with direct customer interaction.
3+ years experience with Microsoft Office Suite including MS Outlook, MS Teams, MS Excel, MS Word
2+ years experience in the documentation of issues, processes, and SOP’s (Standard Operating Procedures).

Nice To Haves

Associate or bachelor’s degree (Optimal areas of study include: Computer Science, Operations, Business, Accounting, SQL Databases).
Experience with identifying and assisting in developing process improvements.
2+ years of experience utilizing an enterprise CRM solution. (Hubspot)
2+ years of experience working with SQL databases, including writing and optimizing queries, statements, and stored procedures.
Experience managing customer expectations regarding issue resolutions, install scheduling changes, and customer concerns.
Skilled in software testing and troubleshooting to identify and resolve potential issues.

Responsibilities

Provide a high level of customer service to our customers and internal team members.
Respect and value diversity.
Excellent customer service skills and telephone support etiquette.
Review, research, and resolve the most complex and high-priority issues.
Maintain accurate data capture in tickets to enable integrity and complete customer communications.
Respond to, analyze, investigate, problem solve, and resolve users’ incidents/tasks promptly.
Build and maintain a strong technical and analytical understanding of RRS to resolve issues without the need to escalate to other technical teams, wherever possible.
Manage escalated technical issues and coordinate fixes across departments.
Proficient in interacting with and creating a collaborative working environment amongst and with technical staff, non-technical end-users, and multiple levels of management.
Provide advanced troubleshooting assistance, including changes in status and next steps.
Assist with training new employees.
Train users on the use of the software products and processes.
Show proper procedures to follow during day-to-day activities.
Act as a mentor for new employees.
Maintain records of customer communications, including documenting problems and resolutions.
Monitor support queues to ensure that reported issues are being triaged and addressed promptly.
Create and maintain knowledge base articles to support team development and efficiency.
Develop an ability to train end-users in the use of the software.
Conduct quality assurance checks on resolved tickets to ensure customer satisfaction and follow up on open issues to provide timely updates to customers.
Assist in installing hardware, software, and peripheral equipment, following design or installation specifications.
Demonstrates good judgment in independently selecting methods and techniques for obtaining solutions.
Passion and Initiative regarding technical support processes, standardization, methodologies, and documentation.
Proven personal time and capacity management skills minimizing white-space or idle time .
Participate in professional organizations to stay current and relevant and improve expertise as it relates to the information technology industry.
Creativity when it comes to finding ways to make the software work for unexpected customer needs.