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Embrace Software Inc · 18 hours ago

Software Support Representative

United States

Full-time

Remote

Entry Level

2+ years exp

Embrace Software Inc. is a permanent-capital software company that acquires and grows essential businesses across various sectors. They are seeking a Software Support Representative to provide first-level support to customers for their Aurora Document software, ensuring efficient troubleshooting and resolution of issues while maintaining strong client relationships.

Software

Responsibilities

Provides front-line troubleshooting support for application issues; listens actively to customer concerns and asks follow-up questions to identify root causes

Participate as a member of the Help Desk, research and resolve application or service issues using available tools, product documentation, and internal resources

Escalates more complex issues to senior team members or development, including clear documentation of the problem

Travel to financial institutions for installations and/or training

Manage support cases, following through with them to completion. Requesting assistance from peers or management when needed

Monitors incoming emails and support cases to ensure timely response and resolution

Stays current with product updates and participates in internal training to expand product knowledge

May assist with documenting solutions and contributing to internal knowledge sharing

May support basic hardware performance and capacity monitoring related to applications

Qualification

Customer supportTroubleshootingBanking operations knowledgeMicrosoft Office SuiteNetworking conceptsAnalytical thinkingDependabilityWillingness to learnInterpersonal skills