Internship -Technical Software Support Team (part-time)

PCS Software, Inc. • Houston, TX

13d • Hybrid

About The Position

As a part-time Software Support Intern, you will be joining our fast-growing team responsible for delivering value to and driving knowledge, support, adoption, and loyalty across our growing customer base in a response environment on site currently in the PCS Software, Inc. office in Houston, Texas. Software Support Interns must be calm by nature, not get upset easily, have a pleasant phone personality with extremely clear oral and written English communications at all times. You will need to confidently handle difficult situations on the phone on a regular basis. The ability to provide a pleasurable customer service experience is of utmost importance to this role and keep a level head during stressful events is key to success in this role. We have a small, but fun and energetic Software Support Team and are looking to grow our team to meet our growth in software licensing sales. Joining the Software Support Team at PCS Software, Inc. is a great way to start your career in technical software support and opens many opportunities for career growth inside PCS Software, Inc. upon successful graduation from your STEM degree.

Requirements

• Experience troubleshooting technical software problems for end users in a support team/help desk/call center environment.
• Ability to communicate effectively with customers to understand and document requirements.
• Skill and ability to: collect, organize, and analyze data to summarize findings and develop conclusions and evidence-based recommendations essential.
• Experience remotely training end users on new software package basic capabilities.
• Experience with high-volume calls and chats in a help desk, network operations, or call center environment.
• Experience working in a team of 5-10 team members within a customer facing support organization.
• Students actively enrolled in a bachelor’s or master's degree program in the Houston metro area.
• Currently in their Junior or Senior year of college with a focus in a computer science, MIS, CIS, or Computer Engineering.
• Reliable transportation to/from the PCS office.
• Long-term work authorization, that does not require sponsorship, in the United States.

Nice To Haves

• Experience or knowledge of basic .Net development (C#, VB.Net, or ASP.Net) preferred.
• Previous experience as a support team member or customer service team member preferred.

Responsibilities

• Assist customers with the proper use of the PCS proprietary platform via phone conversations or email responses to their questions or issues.
• Troubleshoot end-user Level 1 or Level 2 customer reported software problems utilizing Salesforce as the helpdesk ticket support system.
• Participating member of the technical software support team resolving our customer’s general software platform issues while maintaining excellent customer service.
• Daily management of help desk tickets with service level agreements (SLA) response time requirements requiring you to interact with clients and end users via email, chat, or phone conversations.
• Remain up to date on PCS Software product features.
• Work assigned around your school schedule as part of the on-call support team.

What This Job Offers

• Job Type: Part-time
• Career Level: Intern