Software Support Specialist - Level 1 (Remote)

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 via email, phone, web-based feedback
• Escalate any unresolved issues up to Tier 2 support
• Create, update, and close 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 all tickets
• Learn and understand client workflows and functionalities within complex software
• Ensure problem ownership, escalate issues through proper channels
• Provide updates to end users when delivering solutions and diagnosing issues
• Advise management of potential risks that may have impact on customer base and operating environment
• Promote end-user satisfaction in adherence to established performance metrics

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
• Adept at balancing shifting priorities and time management
• Able to reliably work designated or flexible shifts in a 24/7, 365-day environment
• Understand and explain technical information
• College degree and 1-2 years of related work experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required
• Experience with external customer communications (written and/or Oral)
• Self-learning and researching skills
• Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users
• Able 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