Software Support Specialist

About the job

Storable 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.

Shift

Working Days: 11-8 EST Monday-Friday
Days Off: Saturday and Sunday

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.
  - Secondary, manage email cases daily that are assigned to you, and call the customer to resolve if needed.
  - Classify incidents based on severity and priority.
  - Utilize existing Knowledge Base, manuals, or other reference materials to resolve incidents.
  - Investigate and resolve incidents with no known solution.
  - Collaborate with other team members to assist them with the resolution of incidents.
  - Contribute to and update our Knowledge Base 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).
• Incident Escalation
  - Troubleshoot technical issues with clients using learned product knowledge and support processes.
  - Collaborate with Senior or Principal Support Engineers on complex cases when appropriate.
  - Replicate and log reported bugs in the bug tracking system.
  - Escalate cases to Escalation or R&D Engineers when required.
• 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.
  - Assist in training new Technical Support team members.
  - Contribute new content to the Support Knowledge base.
  - Work shift rotation to cover evenings, public holidays and weekends.

What You’ll Need

• Bachelor’s degree in Business Applications, Computer Science, or a related field is desired.
• Computer/IT Certification a plus (or equivalent years of work experience).
• Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all 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 outside of the generally accepted use of a product function, and executing step-by-step 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 Oracle, MS SQL.
• Intermediate desktop OS knowledge (PC and Server) including understanding environment variables and writing and troubleshooting batch files.
• Salesforce Experience.
• Intermediate network communication, network security, 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.

About Us

At Storable, 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, Storable helps you win more every day. Explore our platform solutions at www.storable.com

Benefits and Perks

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base 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.
• Instant 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!

Pay Transparency at Storable

At Storable, we believe 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 make sure to include the salary range or hourly rate in each job posting.

The range listed below is reflective of the base salary market potential for the role over time. The compensation we will offer for this role is within 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.

Potential Pay Range: $40,000 USD - $60,000 USD