Support Tech

Job Description

Job Description

Position Overview: We are seeking a detail-oriented and proactive individual to join our IT Support team as an IT Support Specialist. In this role, you will provide technical support for our software products, helping users troubleshoot issues, answer questions, and guide them through solutions to ensure a seamless experience. You'll be supporting both our internal and external end-users. This is a fantastic opportunity to start your career in IT Support and contribute to a growing team.

Responsibilities:

• Provide first-level technical support to customers using our software products via phone, email, or chat - to our customers using our software products - SalesForce, Service Cloud, Microsoft 365 products, proprietary products, mobile and tablet devices.
• Troubleshoot software issues and assist customers in resolving problems related to installation, functionality, and configuration.
• Educate customers on the software's features, best practices, and usage to ensure they get the most out of the product.
• Document customer inquiries, issues, and solutions in our Service Cloud environment via SalesForce.
• Collaborate with the development and technical teams to escalate complex issues that require advanced troubleshooting.
• Conduct follow-up with customers to ensure issues are fully resolved and offer any additional assistance if needed.
• Assist with product installations, configurations, and training, ensuring that customers can utilize all features provided.
• Stay up-to-date with new product releases and updates to effectively assist customers with the latest software versions.

Requirements:

• High school diploma or equivalent (some college preferred).
• Basic understanding of software applications (preferred SalesForce and Office 365), operating systems, and common troubleshooting techniques.
• Strong communication skills with the ability to explain technical concepts clearly and patiently to customers.
• Ability to learn quickly and adapt to new software tools and technologies.
• Strong problem-solving abilities and attention to detail.
• Basic knowledge of software installation, updates, and configuration (familiarity with Windows, Macs, IOS & Andriod devices is a plus).
• Excellent organizational skills and the ability to document technical issues accurately.
• A customer-centric attitude with a passion for helping others and ensuring their success.
• Ability to lift 40 Lbs.
• Ability to travel 10% out of the year for company conventions.

Preferred Qualifications:

• 3+ years previous experience in a customer service, technical support, or software support related role (internships or volunteer work in IT/software support is welcome).
• Familiarity with customer support software, ticketing systems, and live chat tools. (preferred SalesForce, Microsoft Teams and other related Office 365 tools).

Compensation and Benefits:

• Competitive hourly wage.
• 401k Compensation
• Health benefits (medical, dental, and vision).
• Paid time off and holidays.
• Ongoing training in software support, customer service, and product knowledge.
• A supportive and collaborative work environment.