Software Support Representative (Virtual, Full-time)

Wealthcounsel • Jersey City, NJ

7d • Remote

About The Position

A Software Support Representative is responsible for providing in-house proprietary software support to WealthCounsel members and clients. Support may consist of, but is not limited to: software usability questions/issues, installation or update assistance, and Microsoft Word formatting assistance. As a Software Support Representative your responsibilities include the following: Diagnose and resolve member software incidents Provide routine and moderately complex software support to WealthCounsel members Manage Support Queue: Apply needed details associated with the case and resolve/close cases timely Escalate complex software support issues to senior personnel as needed Maintain a record of open support cases, including a record of member interactions and efficient resolutions Provide excellent customer service ensuring a positive and efficient experience by members through phone, chat, email, and screen sharing. Assist with software testing for all software products and updates Work with Member Experience team to address member concerns/issues Participate in customer service initiatives Attend WealthCounsel events as needed to provide additional software support to members and support relationship-building activities Other areas of responsibility may be assigned as needed

Requirements

• Associates degree or equivalent on the job training
• Experience in Help Desk/Support environment
• Experience with online platforms/cloud environment
• Customer service experience required
• In-depth knowledge of Microsoft O/S and Word
• Strong analytical and communication skills
• Ability to organize and prioritize
• Ability to monitor multiple support channels simultaneously
• Ability to work independently without physical supervision

Nice To Haves

• Mac knowledge a plus
• Law office experience a plus

Responsibilities

• Diagnose and resolve member software incidents
• Provide routine and moderately complex software support to WealthCounsel members
• Manage Support Queue: Apply needed details associated with the case and resolve/close cases timely
• Escalate complex software support issues to senior personnel as needed
• Maintain a record of open support cases, including a record of member interactions and efficient resolutions
• Provide excellent customer service ensuring a positive and efficient experience by members through phone, chat, email, and screen sharing.
• Assist with software testing for all software products and updates
• Work with Member Experience team to address member concerns/issues
• Participate in customer service initiatives
• Attend WealthCounsel events as needed to provide additional software support to members and support relationship-building activities
• Other areas of responsibility may be assigned as needed

Benefits

• competitive salary package (including base salary and performance based incentives)
• medical/dental/vision plan
• matching 401(k)
• A generous paid time off package that includes: Paid Time Off (PTO), Holidays (including 2 Floating Holidays), Volunteer Time, Blood Donor Leave, Short Term Disability, Paid Parental Leave and more!
• Matching donations for approved charitable organizations
• Home internet and gym membership reimbursement
• Many opportunities to connect with others from your home office and have fun while you work!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree