Software Support Specialist - ESS

Software Support Specialist - ESS 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. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through creativity and empathy yet critical thinking skills, you will analyze, investigate, and resolve complex issues with clients. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle. Shift: Monday - Friday 10am - 7 pm EST Saturday 9am - 6pm EST Days off: Sunday TBD *6 week training period M-F 11am - 8pm EST What you'll do: Incident Handling Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received phone in the CRM system Secondarily manage a small number of email cases daily that are assigned to you. Make an outbound call the customer to resolve if needed Utilize existing Knowledge Base articles or other reference materials to resolve incidents Investigate and resolve incidents with no known solution Collaborate with other team members to assist them with resolution of incidents Follow standard processes and procedures 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) Handle interruptions well and move between tasks with ease while still meeting deadlines After-hours rotation Incident Escalation Troubleshoot technical issues with clients using learned product knowledge and support processes Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes, and updates, and escalating more complex inquiries Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer. Customer Care Contribute new content to the Support Knowledge base Complete training for complementary 3rd party products Use appropriate discretion in handling critical client calls and escalating calls to management Perform each duty above with our customers' satisfaction as your number one priority. What You’ll Need: Bachelor’s degree in Business Applications, Computer Science, or a related field is desired but not required At least 2 years of on-the-phone product support experience, in a customer support or technical support position preferred Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances Excellent phone skills, which include 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, motivated, enthusiastic and team-oriented attitude ● Demonstrate 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 ... (truncated, view full listing at source)