Software Support Specialist
About The Position
Primarily assists customers over the phone to remotely diagnose software related problems and guide customers through the resolution of problems. Installs, modifies, and makes minor repairs to customer equipment, and provides technical assistance and training to system users. Provides internal support for field technicians deployed to customer facilities. Exhibit and promote the following values: Curious Attitude, Focus on Quality, Passion for Service, Dedicated Spirit. Provides phone support for Kahler customers primarily related to Kahler-produced software. Installs or assists service personnel in installing software, hardware, and peripheral components such as monitors, keyboards, printers, and disk drives on the user's premises. Responds to customer inquiries related to Kahler software. Refers major software problems to the Group Leader or Phone Support Manager for remediation. Loads specified software packages, such as Kahler-written software, operating systems, and drivers, onto customer computers. Enters commands and observes system functions to verify correct system operation. Responds to client inquiries concerning systems operation and diagnoses system software, hardware, and general operator problems over the phone. Instructs users in the use of equipment, software, and manuals. Recommends or performs minor remedial actions to correct problems. Provide customers or internal company groups with help desk, network services, or other information systems. Provide status updates and completion information to the Phone Support Manager via HubSpot data entry, voicemail, e-mail, or in-person communication. Effective communication and decision-making assist customers in diagnosing and resolving issues associated with Kahler equipment. Accommodate in-house software testing for Software Engineering and provide a written report of problems or bugs encountered internally or in the field. Completes ERP documentation before the end of each day as needed. Reports will reflect the time worked and all supplies and materials used. This Job description is not comprehensive, and all employees must be flexible, and willing to perform other duties as assigned by their supervisor.
Requirements
- Associate degree (A. A.) or equivalent from a two-year college or technical school in computer programming, networking, electronics, CompTIA A+ or equivalent; or six months to one year related experience and/or training; or equivalent combination of education and experience.
- Microsoft Word, word processing software, and Microsoft Excel spreadsheet software.
- Understanding of operating systems, networking, and peripherals.
- Connect to other networks remotely.
- Must use a logical decision-making process to understand and diagnose customer issues over the phone.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret various technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to apply concepts of basic algebra and geometry.
- Must communicate effectively with clients who may be under considerable stress.
- Must listen effectively to understand customers’ issues and effectively communicate solutions that customers can understand and implement.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
- Valid Driver's License
Nice To Haves
- Helpful to understand PLC programming.
Responsibilities
- Provides phone support for Kahler customers primarily related to Kahler-produced software.
- Installs or assists service personnel in installing software, hardware, and peripheral components such as monitors, keyboards, printers, and disk drives on the user's premises.
- Responds to customer inquiries related to Kahler software.
- Loads specified software packages, such as Kahler-written software, operating systems, and drivers, onto customer computers.
- Enters commands and observes system functions to verify correct system operation.
- Responds to client inquiries concerning systems operation and diagnoses system software, hardware, and general operator problems over the phone.
- Instructs users in the use of equipment, software, and manuals.
- Recommends or performs minor remedial actions to correct problems.
- Provide customers or internal company groups with help desk, network services, or other information systems.
- Provide status updates and completion information to the Phone Support Manager via HubSpot data entry, voicemail, e-mail, or in-person communication.
- Accommodate in-house software testing for Software Engineering and provide a written report of problems or bugs encountered internally or in the field.
- Completes ERP documentation before the end of each day as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
