Customer Support Specialist

Customer Support Specialist

Remote - Knoxville, TN 37922

About the Role:

Our Software Support Specialist acts as the point of first reference by answering software-related questions, managing help desk support ticket requests tickets and software-related production jobs.

What You'll Do:

• Provides software problem resolution, reassignment, or escalates advanced inquiries to appropriate technicians/other departments, in a timely manner
• Records data required to analyze problems and track them to final solution
• Prepares, presents, and reports related help desk/software problems and help desk activity for management review and action
• Demonstrates complete understanding of the software and is able to handle all inquiries regarding the usage of said product
• Works closely with management to make sure the scope and direction of product/software is on schedule and on the right course
• Acts as a liaison for the sales team to assess the response and suitability of current promotional material, ensuring printed promotional material is being optimally utilized
• Documents all work activity performed in the company CRM to ensure necessary individuals within the Company are notified of the activity performed
• Other Software Support Agent-related duties, as assigned
• Travel requirement: 5% of travel or less required

Duties, responsibilities, and activities may change at any time with or without notice, provided such changes remain consistent with applicable labor laws.

Qualifications

What You Bring:

• 0-2 years of experience preferred
• Strong verbal and written communication skills in Microsoft Office Suite or related software
• Organizational skills and attention to detail
• Interpersonal skills
• Explain technical information, identify trends, complete audits, and strategically implement change in an understandable language to nontechnical staff members.
• School Diploma (or Equivalent) required
• Processing / Software experience preferred

Eligible employees may receive:

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays

Compensation is based on experience, skills, and location and represents a good faith estimate in accordance with applicable laws.

Work Environment & Physical Requirements:

Remote Work Environment: This role may be performed remotely. Employees must have a dedicated and safe workspace that allows them to effectively perform job duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May require occasional travel to company offices, team meetings, or events (approx. 5%).

Add physical requirements sitting, looking at monitor

Additional Information

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status under federal, state, or local law.

Employment may be contingent upon a background check in accordance with applicable laws.