Software Support Specialist I
About The Position
To support Ncontracts continued expansion, we’re looking for a talented and service-minded Software Support Specialist to join our dispersed US team. This individual is tasked to provide support to our customers through all available support channels such as chat, phone, email, and other various communication platforms. You will work closely with development and account managers to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with our company, so it is important to provide great support with the ability to quickly earn our customer’s trust. We strive to provide an effortless experience to our customers through problem solving, improvement in our processes, and collaboration within and across departments. The perfect fit will be someone that loves to help people and has a knack for solving complex issues or finding workarounds to everyday problems.
Requirements
- Excellent writing skills and attention to detail
- Excellent verbal and coaching skills
- Proficiency with Microsoft Office
- Ability to work independently and consistently meet deadlines
- Ability to handle multiple tasks with capability of prioritizing
- Must thrive in a fast-paced environment
- At least 3 years’ experience working in a client facing role
- At least 1-2 years of support experience with a software company, preferably SAAS or FinTech
Nice To Haves
- Experience with Salesforce Support or similar software preferred
- Knowledge of Jira or other ticketing systems preferred
- Risk/Compliance Management experience preferred
Responsibilities
- Interacts with customers via telephone, chat and/or e-mail to provide software support regarding our products and services
- Manage case load by prioritizing based on multiple factors and communicate with development team; follow the escalation process when needed
- Maintain departmental metrics such as first response rate, non-dev case closure times, CSAT etc.
- Provide education/basic training to clients on Ncontracts software modules
- Responsible for answering and resolving incoming support requests in support ticketing system; document communication clearly and concisely
- Provide detailed reports to our development team to assist in the resolution for any bugs in the software
- Projects as needed: Import and configure client data within Ncontracts software
Benefits
- A fun, fast-paced work environment
- Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
- 11 paid holidays
- Community and social events to keep you connected and engaged
- Mental Health Benefits
- Medical, Dental and Vision insurance
- Company-paid Group Life Insurance, Short- and Long-Term Disability
- Flexible Spending Account & Health Savings Account
- Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
- Pet Insurance
- 401 (k) with company match with eligibility on Day 1 of employment
- 2 Paid Volunteer Time Off Days
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
