Software Support Specialist (35199)

Key Responsibilities

• Provide customer phone and web-based support, resolve issues, log and escalate issues as appropriate
• Answer incoming calls, emails and tickets in a professional, friendly and timely manner
• Build a strong relationship with end users by projecting a positive attitude and providing helpful support
• Troubleshoot and problem solve efficiently by using active listening skills and asking pertinent, specific questions
• Provide accurate, professional and timely documented updates to all assigned tickets
• Close tickets in a timely manner and follow up with all end users to ensure customer satisfaction
• Communicate clearly and concisely, verbally and in writing, with users and technical support
• Be a self-starter who is highly organized, learns quickly and retains that knowledge to apply to customer solutions
• Generate, review and edit end user and troubleshooting documentation such as software manuals and release notes
• Aid in training users on CCIS, eXpedite and other software through on-site and web-based training sessions
• Assist with system testing for software releases, bug fixes, etc.
• Problem solve and evaluate TIER I and TIER II issues to identify problems and the root cause of the issues
• Follow all company/client procedures as well as HR policies

Qualifications

• Educational requirements: High School degree or equivalency required; Associates or Bachelor’s degree preferred
• Experience: 2 years of phone and/or web-based support experience in a customer support environment
• Skills: Proficient user of Microsoft applications; Proficient troubleshooting skills