Technical Support Specialist

The Software Technical Support Specialist is a key source of knowledge for our clients to successfully use and maximize our software products and responsible for providing expert level technical support to end users of B2B Software platforms. The success of our technical support services provides our clients with fast answers to their questions while maintaining high client satisfaction.

Responsibilities/Duties:

• Responsible for technical support to end users of Business to Business software products and offerings through all current communication methods including phone, email and other communication areas.

• Contributes to or takes a lead role in ongoing Technical Support and Training projects including: the development and maintenance of online help and other technical documentation, knowledge bases (internal and external), and other client-facing technical resources/tools (Self-Service Portal, Support Forums, Live Chat/IM Support, social networking based support tools, etc.); and supporting the Learning Center (LMS).

• Fully documents all interactions with customers in customer management tracking system and submits/updates bugs & features in development ticketing system.

• Proactively monitors tickets submitted to development to ensure timely resolution of customers’ issues.

• Provides Technical Support to customers during Emergency Support Hours on rotating basis.

• Assists with the following activities as-needed:
• Development: bug replication/documentation, feature requests/application specs, application testing/QA.
• Engagement: Demonstrations and/or personalized training to showcase, engage and enhance individual clients.
• Technical Training: Provide support during technical training sessions.
• Sales: customer retention / satisfaction, logo compliance, compliance / registration issues, and testimonials.

• Routes customers to other business areas as needed for issue resolution and assists those business areas with sales/marketing/service activities as needed.

• Meets or exceeds established service standards as defined in the Customer Support Policy and internal SLAs.

• Achieves a high level of customer satisfaction during client interactions.

• Collaborates effectively with other remote team members.

• Other duties as assigned.

Education/Experience:

• Minimum of High School Diploma or equivalent; 2 or 4 year degree in related field is preferred.

• Minimum of 1-2 years’ experience providing technical support for a web-based and/or database-driven applications; remote support experience is preferred.

• Experience creating, developing, maintaining, administering the following would be a strong asset: online help systems, knowledge base systems, online learning systems, websites, web services, and CRM’s.

• Agile and/or Six Sigma training highly desired.

• Experience working or volunteering for an animal shelter / rescue or working in a veterinary clinic is preferred.

Requirements:

• Strong analytical, problem resolution, technical, application / system troubleshooting skills with the ability to think clearly and resolve issues efficiently under pressure.

• Exceptional written & verbal communication, listening, observational, interpersonal, and customer service skills.

• Excellent organizational & time management skills with high attention to detail in a demanding, deadline-driven environment. Ability to successfully engage in multiple initiatives simultaneously.

• Drive, passion, and initiative, with ability to adapt quickly to rapidly-evolving products, technology, and situations are a must.

• Ability to work independently with minimal supervision and collaborate effectively with other team members as-needed.

• Flexibility in scheduling and the ability to travel occasionally within the US/Canada are requirements for this role. Typical travel will include on-site visits to organizations for training or other needs and conferences / trade shows and will not usually exceed 10% of overall duties.

Additional Requirements:

• Talk and hear

• Frequent communications, verbal and written.

• Must be able to remain in a stationary position 80% of the time.

• Must be able to read, count and do simple mathematics.

• Be able to lift up to 10lbs. occasionally.

• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

• Constantly operates a computer and other office productivity machinery, such as a phone with headset, calculator, copy machine, and computer printer.

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