Support Specialist

Harris Computer•Remote - Texas, NV

8d•$25 - $28

About The Position

The Support Specialist provides application support and expertise to Aumentum Technologies customers and internal resources. The role answers complex questions about the function and use of products, contributes to the knowledge base, and serves as a liaison between the company and its customers. Working with the Support team and Research and Development counterparts, the specialist investigates, manages, tracks, and closes client support issues related to application databases and functionality, including escalations. The position operates in a professional office environment or a remote home office. It routinely uses standard office equipment, and periods of stress may occur. The role may occasionally involve contact with protected health information, personally identifiable information, or privacy records, requiring adherence to confidentiality and security policies. Quarterly travel is expected.

Requirements

At least 3 years of experience in a customer service role.
Excellent interpersonal, written, and oral communication skills.
Excellent listening skills and the ability to ask probing questions, understand concerns, overcome objections, and resolve problems.
Strong work ethic and self-starter, with the ability to work independently and as a team player.
Ability to manage multiple priorities and adapt to change in a fast-paced business environment.
Professional and friendly attitude and ability to quickly develop rapport with customers over the phone.
Ability to learn and navigate new software quickly.
Typing skills and computer proficiency.

Nice To Haves

Experience with relational databases and reading or writing T-SQL.
Previous experience supporting property tax software and/or knowledge of the property tax life cycle.
Experience with SQL, Excel, and Crystal Reports.

Responsibilities

Work directly or indirectly with customers to provide services and help resolve user issues.
Assess software scenarios by reviewing configuration, setup, and code to identify resolutions or escalate issues according to departmental guidelines.
Record detailed information in the client tracking system and document processes, routines, and programs according to defined guidelines and team goals.
Work with team members, exchange knowledge through training sessions, and produce documentation.
Create and conduct customer training on product functionality and best practices, including at user conferences.
Collaborate with customers and product or engineering teams to document proposed enhancements and determine the cause and resolution of software defects.
Work with Account Managers to process and track contracted services.
Review technical support processes and documentation for continuous improvement.