Software Support Associate (12-8 pm EST shift)

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JOB SUMMARY:

  • Supporting clients via email, chat and telephone on our proprietary accounting products
  • Troubleshooting and testing to diagnose and resolve client requests
  • Log details of all support sessions and client challenges in our ticketing system

 

 

ESSENTIAL RESPONSIBILITIES AND DUTIES:

  • Confer with customers to identify problems, replicate them, and troubleshoot for root cause.
  • Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps.
  • Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems.
  • Rely on your superior interpersonal skills and product knowledge to diagnose, test, and resolve client software challenges
  • Efficiently answer client questions, displaying your command of the English language and superb email and telephone etiquette

Recognize opportunities for improving product and client experience based on the feedback you receive

Skills & Requirements

QUALIFICATIONS:

 

  • 0-2 years’ experience in Customer Support is preferred but not required
  • Experience with Salesforce or a similar ticketing system preferred
  • Post graduate education is preferred but not required

 

KNOWLEDGE/SKILLS/ABILITIES:

  • Your excellent communication skills help you forge meaningful client relationships
  • You consider yourself a helpful problem-solver, capable of identifying and troubleshooting challenges quickly
  • Your ability to prioritize tasks in a fast-paced environment helps you thrive as a member of a dynamic team
  • Your detail-oriented nature helps you identify opportunities to improve processes
  • Your professional demeanor and technical knowledge have made you a resource for your customers and colleagues in the past
  • Ability to speak, read and write fluently in English is required
  • Proficient in Microsoft Office applications (Outlook, Internet Explorer, Word)