Software Support Specialist (35199)

Position Overview:

The Software Support Specialist II is responsible for solving and attempting to resolve issues reported by end users. The specialist will respond to end user or client requests for assistance with support issues. The Software Support Specialist II is responsible for following ticketing processes and documenting issues, while focusing on exceptional customer service. The specialist is responsible for being a problem solver and evaluating issues to identify the root of those issues. A working knowledge of many software systems is required for issue resolution. Additionally, the position will work collaboratively with other team members to provide support, share knowledge, and ensure a quality customer experience at all times.

Key Responsibilities:
• Provide customer phone and web-based support, resolve issues, log and escalate issues as appropriate
• Answer incoming calls, emails and tickets in a professional, friendly and timely manner
• Build a strong relationship with end users by projecting a positive attitude and providing helpful support
• Troubleshoot and problem solve efficiently by using active listening skills and asking pertinent, specific questions
• Provide accurate, professional and timely documented updates to all assigned tickets
• Close tickets in a timely manner and follow up with all end users to ensure customer satisfaction
• Communicate clearly and concisely, verbally and in writing, with users and technical support
• Be a self-starter who is highly organized, learns quickly and retains that knowledge to apply to customer solutions
• Generate, review and edit end user and troubleshooting documentation such as software manuals and release notes
• Train users on CCIS, eXpedite and other software developed through on-site and web-based training sessions
• Assist with system testing for software releases, bug fixes, etc.
• Problem solve and evaluate TIER I and TIER II issues to identify problems and the root cause of the issues.
• Follow all company/client procedures as well as HR policies
• Other duties as assigned

Education:
• High School degree or equivalency required
• Associates or Bachelor's degree is preferred


Experience:
• 2 years of phone and/or web-based support experience in a customer support environment
• Proficient user of Microsoft applications
• Proficient troubleshooting skills


Competencies:
• Initiative
• Professionalism and Integrity
• Dependability
• Communicated Effectively
• Organization and Time management
• Adapts Well to Change
• Interpersonal Relations
• Accountability


Work Environment
This is a remote position. Candidate must be available during the "core" work hours of 8:30 a.m. to 5:00p.m. EST. Occasional evening and weekend work may be required as job duties demand. Must pass background check and drug screening.