Red River Software · 1 month ago
Customer Support Technician
United States
Full-time
Remote
Entry, Mid Level
2+ years expRed River Software is seeking a Customer Support Technician to support their products nationwide. This role involves resolving complex technical issues, assisting with software installations, and ensuring a high-quality customer experience.
Computer Software
Responsibilities
Provide a high level of customer service to our customers and internal team members. Respect and value diversity. Excellent customer service skills and telephone support etiquette
Review, research, and resolve the most complex and high-priority issues
Maintain accurate data capture in tickets to enable integrity and complete customer communications
Respond to, analyze, investigate, problem solve, and resolve users’ incidents/tasks promptly
Build and maintain a strong technical and analytical understanding of RRS to resolve issues without the need to escalate to other technical teams, wherever possible
Manage escalated technical issues and coordinate fixes across departments
Proficient in interacting with and creating a collaborative working environment amongst and with technical staff, non-technical end-users, and multiple levels of management
Provide advanced troubleshooting assistance, including changes in status and next steps
Assist with training new employees
Train users on the use of the software products and processes
Show proper procedures to follow during day-to-day activities
Act as a mentor for new employees
Maintain records of customer communications, including documenting problems and resolutions
Monitor support queues to ensure that reported issues are being triaged and addressed promptly
Create and maintain knowledge base articles to support team development and efficiency
Develop an ability to train end-users in the use of the software
Conduct quality assurance checks on resolved tickets to ensure customer satisfaction and follow up on open issues to provide timely updates to customers
Assist in installing hardware, software, and peripheral equipment, following design or installation specifications
Demonstrates good judgment in independently selecting methods and techniques for obtaining solutions
Passion and Initiative regarding technical support processes, standardization, methodologies, and documentation
Proven personal time and capacity management skills minimizing white-space or idle time
Participate in professional organizations to stay current and relevant and improve expertise as it relates to the information technology industry
Creativity when it comes to finding ways to make the software work for unexpected customer needs
Qualification
Required
2+ years experience in any of the following industries: Accounting/Bookkeeping, Fuel Jobbers Operations, CO-OP Operations, Fuel Station Servicing
2+ years' proven experience in a technical/systems support role with direct customer interaction
3+ years experience with Microsoft Office Suite including MS Outlook, MS Teams, MS Excel, MS Word
2+ years experience in the documentation of issues, processes, and SOP's (Standard Operating Procedures)
Preferred
Associate or bachelor's degree (Optimal areas of study include: Computer Science, Operations, Business, Accounting, SQL Databases)
Experience with identifying and assisting in developing process improvements
2+ years of experience utilizing an enterprise CRM solution (Hubspot)
2+ years of experience working with SQL databases, including writing and optimizing queries, statements, and stored procedures
Experience managing customer expectations regarding issue resolutions, install scheduling changes, and customer concerns
Skilled in software testing and troubleshooting to identify and resolve potential issues
Company
Red River Software
A subsidiary of Cultura Technologies, Red River Software provides the development and support of operations and accounting software for specialized industries including, convenience stores, co-ops, and fuel dealers.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase