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ExecutivePlacements.com · 7 hours ago

(Remote) Software Support Specialist

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

SmartCOP, a division of Harris, is seeking a Software Support Specialist to be the front-line point of contact for their customer base. The role involves delivering positive customer experiences, troubleshooting issues, and maintaining client relationships while ensuring quality and procedural expectations are met.

Human ResourcesOnline PortalsRecruiting

Responsibilities

Monitor and answer incoming support calls and emails

Resolve issues when possible and escalate to the appropriate team if needed

Use existing documentation as a baseline for troubleshooting

Maintain Client Relationships

Create and provide support documentation and webinars

Help deploy software upgrades

Multitasking through multiple systems while troubleshooting with customers

Act as the primary point of contact for the customer

Effectively communicate technical information with your team members and customers alike

Diagnose and provide a path to resolving technical issues

Proactively identify ways to avoid the recurrence of customer issues by regularly improving processes, technical articles, and procedures

Qualification

SQLTechnical SupportWindows EnvironmentWindows ServerWindows PowershellCustomer Service SkillsMultitaskingInterpersonal SkillsTime Management

Required

2 to 4 years of experience in one or more of the following fields: Customer Service/Support Environment, Information Technology/Help Desk

Experience working with SQL

Experience troubleshooting in a technical support environment

Basic computing and networking knowledge

Ability to relate somewhat complex technical concepts to everyday users

Excellent customer service skills and interpersonal skills

Good time management and prioritization skills

Experience in a Windows environment

Schedule flexibility for rotating 24/7 on-call schedule to handle questions via the phone, chat, and email, addressing both hardware and software-related issues