Software Specialist

Perseus Group, Constellation Software

4d • $63,000 - $77,000

About The Position

Reporting to our Customer Care Manager, the successful candidate will provide software support directly to our customers. Provides first-level investigation to the customer and resolution for the Constellation Suite of Products. Work closely with development, documenting and communicating software-related issues. Accurate and timely tracking of all reported issues in our call management tool Meets all defined service levels for unresolved problems, reassigns the ticket to the appropriate internal/external team. Applies technical aptitude (operating systems, PCs, printers, remote-control utilities, etc.) to resolve client issues. Advises the Customer Care Manager on sensitive Client situations. Attends and participates in Team meetings. Attends CHS product training, as required. Makes recommendations to address problems, improve service, and provide improved support. Develops frequently asked questions (FAQ) documentation. Work shifts may vary to accommodate maximum help desk coverage Attend service release handoff meetings as requested.

Requirements

• College/University degree in Business Administration, Computer Science, or related discipline
• Customer Support Experience
• General Accounting/Costing knowledge
• Courses or Experience in Residential Construction, Commercial Construction or Property Management, Real Estate Management and/or IT fields
• Proficient in MS Windows applications
• Comfortable utilizing remote access utilities such as Remote Desktop, VPN
• Superior analytical skills to resolve customer issues
• Self-Managed and motivated with the ability to work with minimal direction in a collaborative team environment
• Excellent interpersonal skills, both verbal and written
• Provide courteous, friendly, and professional communication with external and internal stakeholders
• Ability to adapt to a fast-paced environment
• Excellent time management and set priorities, managing conflicting demands
• Positive team attitude and ability to collaborate with team members and co-workers
• Works well under pressure

Responsibilities

• Provide software support directly to customers
• Provide first-level investigation and resolution for the Constellation Suite of Products
• Work closely with development, documenting and communicating software-related issues
• Accurate and timely tracking of all reported issues in our call management tool
• Meet all defined service levels for unresolved problems, reassigns the ticket to the appropriate internal/external team
• Apply technical aptitude (operating systems, PCs, printers, remote-control utilities, etc.) to resolve client issues
• Advise the Customer Care Manager on sensitive Client situations
• Attend and participate in Team meetings
• Attend CHS product training, as required
• Make recommendations to address problems, improve service, and provide improved support
• Develop frequently asked questions (FAQ) documentation
• Attend service release handoff meetings as requested

Benefits

• Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match)
• The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level