Software Support and Training Spec
Demant•Eden Prairie, MN
•$35,000 - $50,000•Hybrid
About The Position
The Software Support and Training Specialist provides technical support to users, troubleshoots software issues, and works closely with internal teams to ensure a seamless customer experience. This role requires strong problem-solving skills, excellent communication, and a solid understanding of software applications and systems.
Requirements
- Bachelor's degree or 2-3 years of experience in technology or customer service
- Logical troubleshooting skills and techniques
- Strong interpersonal and presentation skills
- Self-starter - able to use reference material to work independently
- Excellent attention to detail
- Customer-first attitude to clearly communicate details to customers with varying technical abilities in a clinical setting
- Reliable and secure Internet Service Provider at home (no public WiFi) for duration of working hours
- Sufficient room to set up a laptop, monitors, keyboard and mouse
- Comfortable space to work for working hours
- Quiet, private, and secure space in which to work
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance via FreshDesk, phone, email, or chat.
- Diagnose and resolve software issues, including installation, configuration, and functionality problems.
- Document support interactions in FreshDesk ticketing system and track the progress of issue resolution.
- Track calls in call-tracker.
- Escalate complex issues to appropriate team when necessary.
- Provide user guidance and training on software features and best practices.
- Collaborate with development team to identify and resolve recurring issues or bugs.
- Assist with software updates, patches, and releases as needed.
- Maintain up-to-date knowledge of software products and enhancements.
- Create and maintain support documentation and video tutorials, FAQs, and user guides.
- Process client requests for system enhancements or modifications to our evolving software
Benefits
- Medical, dental, prescription, and vision benefits
- 24/7 virtual medical care
- Employee Assistance Program for you and your family
- 401(k) with company match
- Company-paid life insurance
- Supplemental insurance for yourself, your spouse/partner, and your children
- Short-term and long-term disability insurance
- Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
- Pet Insurance
- Commuter accounts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
