Customer Support Specialist

About the role

The Software Support Specialist acts as the point of first reference by answering software-related questions, managing help desk support ticket requests, and handling software-related production jobs. They also provide software problem resolution, reassignment, or escalate advanced inquiries to appropriate technicians or other departments.

Responsibilities

• Records data required to analyze problems and track them to final solution
• Presents and reports related help desk/software problems and help desk activity for management review and action
• Demonstrates complete understanding of the software and handles all inquiries regarding its usage
• Works closely with management to ensure the scope and direction of the product/software are 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 optimally utilized
• Documents all work activity performed in the company CRM to ensure necessary individuals within the Company are notified of the activity performed
• Performs other Software Support Agent-related duties, as assigned

Qualifications

• 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 to explain technical information, identify trends, complete audits, and strategically implement change in an understandable language to nontechnical staff members
• School diploma (or equivalent)
• Processing/Software experience preferred