Support Specialist

Evosus

10d•$24 - $28•Hybrid

About The Position

We’re looking for a Support Specialist who’s ready to be the go-to resource for our clients — the person they trust to troubleshoot issues, guide them through processes, and help them get the most out of our industry-leading business software. We’re a growing software company based in Vancouver, WA, proudly delivering the leading business management software in the Pool, Hot Tub, and Hearth industries. For years, we’ve helped businesses streamline operations, improve efficiency, and grow through innovative cloud-based solutions. As our platform and customer base continue to expand, we remain focused on building modern, scalable technology that drives the future of the industries we serve. In this role, you’ll work directly with clients to troubleshoot issues, answer questions, and keep their businesses running smoothly with our software. From resolving support cases and handling accounting-related challenges to documenting solutions and sharing knowledge with the team, you’ll play a key part in making sure our clients feel supported and successful. The Support Specialist will help build solid client relationships by providing top-notch client support for Evosus software products. On a day-to-day basis, the Support Specialist will troubleshoot and resolve client support cases both over the phone and via email through case management software.

Requirements

2 or more years of relevant experience working in customer support, preferably for a software company.
Relevant or transferable knowledge from the retail, service or construction business sectors.
Advanced computer skills.
Relationship Building Customer Orientation Results Orientation
Active Listening Assertiveness Team Player
Problem Solving Decision Making Industry Knowledge

Nice To Haves

Associate's degree in a related field, OR an additional 2 years of relevant professional experience.
2 or more years of business operation experience in retail or service management.
Experience with specialty retail or field service businesses.
Familiarity with Salesforce Service Cloud.

Responsibilities

Monitor assigned cases in your queue and process in the order received using the priority process and Service Level Agreement.
Identify and verify client reported problems, troubleshoot and resolve software application issues or triage issues to the Support Lead or Client Success Team Manager.
Understand and use general accounting terms & processes to assist clients with accounting-related questions and businesses processes.
Track and document client support inquiries & related activities in an internal tracking system.
Qualify and complete training and consulting opportunities.
Identify potential opportunities such as clients looking to make the transition from Evosus Legacy to LOU. Task the appropriate team members for follow up.
Subject Matter Expert, exhibits board and deep knowledge of job and related areas.
Provide written documentation detailing solutions and assist with documentation for training purposes.
Demonstrated ability to perform duties independently.
Communicate technical concepts and solutions clearly (verbally and in writing) to individuals with varied technical backgrounds and skill levels.