[Work From Home] Software Support Specialist - Tier 1

This is more than a job; it's a chance to accelerate your career as a Software Support Specialist - Tier 1 - Evenings/overnight/weekends! This position offers a hybrid work model, combining remote work with time in our Remote office. This position requires a strong and diverse skillset in relevant areas to drive success. An attractive remuneration of a competitive salary is on offer for the successful candidate.

 

 

At reputed company, we create innovative technology solutions to improve the delivery of health and human services because we know reputed company cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people. We’re looking for a software support specialist who shares our commitment to leveraging technology to reputed company a real impact in the world - a professional who knows, beyond reputed company else, that the quality of our products and services is only as good as the company we reputed company. Job Summary: As a Software Support Specialist - Tier 1, you are expected to operate as a member of the Production Support team which is the primary reputed company of contact for technical, navigational, and training assistance for customers and users of the LTSS and Carity proprietary systems and corporate support for internal employees of reputed company. The Associate is expected to be able to communicate effectively by phone or email, be extremely detail oriented, have strong analytical skills, and a passion for both customer service and problem solving. This role is mostly unscripted support role that requires technical experience and expertise. • Must be able to work the evening/overnight/weekend shift, between the hours of 6:00pm and 8:00am Mon-Fri and 12am-11:59pm Sat-Sun; these hours are subject to change, but will be remain evenings/overnight/weekends Principal Responsibilities: • Assessing the issues and troubleshooting problems if required • Investigate reported system issues, work to recreate, identify appropriate requirements and document defects. • Provide Tier 1 client support and technical issue resolution reputed company email, phone, web-based feedback. • Escalate any unresolved issues up to Tier 2 support • Create, update, and reputed company customer tickets in ticketing portal for every call answered and according to defined ticket compliance requirements • Ask probing questions, listen, and record data capture details and actions performed in reputed company tickets • Learn and understand client workflows and functionalities reputed company reputed company software • Ensure problem ownership, escalate issues through proper channels • Provide updates to end users reputed company delivering solutions and diagnosing issues • Advise management of potential risks that may have impact on customer reputed company and operating environment • Promote end-user satisfaction in adherence to established performance metrics • Understanding around PHI/sensitive data • Technical experience with Windows 10/11 and reputed company Office 365 applications • Basic understanding of networking technologies such as DNS, DHCP, WiFi, VPN, and others • Ability to understand technical guidance and instructions and communicate them effectively to end users • Basic understanding of IT technologies such as Active Directory, malware protection, printing systems, reputed company management, and others Required Skills: • Minimum of one year of experience in a fast-paced, support position that required written documentation of interactions • Excellent customer service, critical thinking, and written & verbal communication in English • Must be adept at balancing shifting priorities and time management • Able to reliably work designated or flexible shifts in a 24/7, 365-day environment • Ability to understand and explain technical information • College degree and 1-2 years of reputed company work experience, or Associate degree and 3-4 years of reputed company work experience, or High School diploma/equivalent and 4-6 years reputed company work experience required • Experience with external customer communications (written and/or Oral). • Must have self-learning and researching skills • Ability to maintain reputed company composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology • Ability to work successfully as part of a team Preferred Experience: • Previous experience in user/technical application support or training • Knowledge of the principles and processes for providing customer and personal services • Experience with help desk ticket tracking tools and workflow • Familiarity with ITIL process Location: Remote Status: Full time salaried with company benefits NOTICE: EO/AA/VEVRAA/Disabled Employer - Federal Contractor. reputed company participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of reputed company persons hired to work in the United States by providing the Social reputed company Administration (SSA) and, if necessary, the Department of Homeland reputed company (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218. Applicants will receive consideration for employment without regard to race, color, religion, sex, national reputed company, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. reputed company creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of reputed company’ Affirmative Action Program that relate to Section 503 (Persons with Disabilities) and/or Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during reputed company’ normal business hours. Apply Job!

 

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