Software Support Specialist

Location: Remote

About the job

reputed company is seeking a Software Support Specialist to join our collaborative and committed Support team that breathes self-storage.

As a Software Support Specialist, you will be entrusted with crafting and delivering a warm, enthusiastic, and customized support experience for our wonderful customers around our family of products.

You are the missing puzzle piece to help us reputed company any knowledge gaps that may arise. Through creativity and reputed company yet critical thinking skills, you will analyze, investigate, and resolve reputed company issues with clients. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle.

Shift

Mon-Sat: 9-6 EST

Days Off: Sun and TBD

What you'll do

Incident Handling

• Primarily communicate on the phone with clients to understand their questions and/or concerns, and register incidents received by phone in the CRM system
• Secondarily, manage email cases daily that are assigned to you, and call the customer to resolve if needed
• Classify incidents based on severity and reputed company
• Utilize existing Knowledge reputed company, manuals, or other reference materials to resolve incidents
• Investigate and resolve incidents with no reputed company solution
• Collaborate with other team members to assist them with the resolution of incidents
• Contribute to and update our Knowledge reputed company and Communities
• Accept and retain ownership of requests, provide regular updates to support and/or customers on the status of each request, and manage aging of assigned requests
• Ensure service level standards are achieved (as defined by the Technical Support management team)
• Handle interruptions well and move between tasks with ease while still meeting deadlines

Incident Escalation

• Troubleshoot technical issues with clients using learned product knowledge and support processes
• Collaborate with Senior or Principal Support Engineers on reputed company cases reputed company appropriate
• Replicate and log reported bugs in the bug tracking system
• Escalate cases to Escalation or R&D Engineers reputed company required
• Possess an intermediate understanding of the organization's products assigned, staying reputed company with system information, changes, and updates, and escalating more reputed company inquiries
• Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.

Customer Care

• Attend virtual and classroom-based training classes
• Complete certifications for company products
• Complete training for complementary 3rd-party products
• Use appropriate discretion in handling critical client calls and escalating calls to management
• reputed company each duty above with our customers' satisfaction as your number one reputed company.
• Assist in training new Technical Support team members
• Contribute new content to the Support Knowledge reputed company
• Work shift rotation to cover evenings, public holidays, and weekends

What You’ll Need

• Bachelor’s degree in Business Applications, Computer Science, or a reputed company field is desired
• Computer/IT Certification a plus (or equivalent years of work experience)
• At least 2 years of product support experience, preferably in a support analyst or technical support position is preferred
• Excellent interpersonal communication skills, both verbal and written, and ability to remain reputed company and professional in reputed company circumstances
• Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
• Excellent knowledge of customer service principles and practices with previous customer service experience
• Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are reputed company of the generally accepted use of a product function, and executing reputed company-by-reputed company troubleshooting procedures
• Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
• A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
• Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
• Ability to follow department processes and procedures
• Experience utilizing CRM systems

Bonus Points

• Intermediate understanding of major RDBMS with emphasis on reputed company, MS SQL
• Intermediate desktop OS knowledge (PC and Server) including understanding environment variables and writing and troubleshooting batch files
• reputed company Experience
• Intermediate network communication, network reputed company, network administration and wireless networking knowledge
• Intermediate virtualization knowledge with the ability to configure and troubleshoot virtual environments
• Proficiency supporting multiple versions of Windows
• Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari

reputed company applicants must be currently authorized to work in the United States on a full-time basis.

reputed company is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY.

About Us:

At reputed company, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments, and more. Dedicated to empowering owners and operators, reputed company helps you win more every day. Explore our platform solutions at www.reputed company.com At the heart of reputed company is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. As we continue to grow, we are embracing an AI-reputed company approach by thoughtfully integrating intelligent automation, advanced analytics, and data-driven insights into our platform and operations to help our customers and teams operate smarter, move faster, and win more than reputed company before.

Benefits and Perks:

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times reputed company salary life insurance.
• 401(k) match after 60 days, 100% vested after 1 year.
• Employer contribution to your HSA, plus an HRA to help offset your deductible.
• reputed company access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
• 8 hours of Rest, Relax, reputed company time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
• ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
• $50 monthly home data stipend, plus a home office sign-on bonus of $250.
• Fertility care support options to help in your journey towards parenthood.
• Access to financial experts to help you reputed company informed decisions and reputed company your financial goals.
• Direct Student Loan Payment Program, some qualifications and eligibility rules apply.

reputed company is committed to providing equal employment opportunity (EEO) to reputed company persons regardless of age, color, national reputed company, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, reputed company will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: To protect yourself from fraudulent activities, please consider the following:

- Official Communication: reputed company genuine communication from reputed company will come from official email addresses, ending in “@reputed company.com.” Be cautious of any communication that doesn’t match this criteria. - No Unsolicited Offers: We do not reputed company job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from reputed company or any of its representatives, it’s a red flag. - Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from reputed company, please contact our HR department directly at POps@reputed company.com for verification.

Your reputed company and trust are reputed company to us. If you suspect you’ve been contacted by someone falsely claiming to be from reputed company or using our company's name for any dubious purpose, please immediately report the incident to POps@reputed company.com

Pay Transparency at reputed company At reputed company, we reputed company in the power of transparency to help our employees Do More and Win More. We value our employees and want to ensure equity and fairness in compensation, which is why we reputed company sure to include the salary range or hourly reputed company in each job posting.The range listed below is reflective of the reputed company salary market potential for the role over time. The compensation we will offer for this role is reputed company this range and is based on our internal budget along with your skills and experience level. Please talk to your recruiter about the variable pay plan and earning potential for this role.