Software Support Specialist

Harris Computer • FL

70d

About The Position

As a Software Support Specialist, you will be the front-line point of contact for our customer base. You will need to deliver a positive customer experience with interactions via phone, chat, and email. You will ensure each case that is handled meets the quality and procedural expectations of internal and external customers. You will be troubleshooting to isolate the root cause of an issue, with the end goal of finding a resolution. We value team members who can communicate clearly and concisely, and who work to build a positive and enjoyable workplace.

Requirements

• Experience troubleshooting in a technical support environment
• Technical Associate Degree and/or 1 - 2 years of related experience in one or more of the following fields: Customer Service/Support Environment, Information Technology/Help Desk
• Basic computing and networking knowledge
• Ability to relate somewhat complex technical concepts to everyday users
• Excellent customer service skills and interpersonal skills
• Good time management and prioritization skills
• Experience in a Windows environment
• Schedule flexibility for rotating 24/7 on-call schedule to handle questions via the phone, chat, and email, addressing both hardware and software-related issues

Nice To Haves

• SQL
• Windows Server
• Windows Powershell
• JIRA Service Desk
• The ability to research and troubleshoot software and technical problems

Responsibilities

• Monitor and answer incoming support calls and emails
• Resolve issues when possible and escalate to the appropriate team if needed
• Use existing documentation as a baseline for troubleshooting
• Maintain Client Relationships
• Create and provide support documentation and webinars
• Help deploy software upgrades
• Multitasking through multiple systems while troubleshooting with customers
• Act as the primary point of contact for the customer
• Effectively communicate technical information with your team members and customers alike
• Diagnose and provide a path to resolving technical issues
• Proactively identify ways to avoid the recurrence of customer issues by regularly improving processes, technical articles, and procedures

Benefits

• 401(k) plan
• Generous vacation policy
• Health, dental, vision, life, and disability insurance
• A casual work environment
• Lifestyle rewards perk of $325 annually

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees