Apply on Employer Site

Storable · 15 hours ago

Software Support Specialist

United States

Full-time

Remote

Entry, Mid Level

$40K/yr - $60K/yr

2+ years exp

Storable is a company redefining property management for specialty real estate, focusing on the self-storage, marine, and RV & camping industries. They are seeking a Software Support Specialist to provide exceptional support to customers, analyze and resolve complex issues, and contribute to the knowledge base.

Facility ManagementInformation TechnologyInternetSelf-StorageSoftware

No H1B

Responsibilities

Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received phone in the CRM system

Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed

Classify incidents based on severity and priority

Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents

Investigate and resolve incidents with no known solution

Collaborate with other team members to assist them with resolution of incidents

Contribute and update our Knowledge Base and Communities

Accept and retain ownership of requests, provide regular updates to support and/or customers on the status of each request and manage aging of assigned requests

Ensure service level standards are achieved (as defined by the Technical Support management team)

Handle interruptions well and move between tasks with ease while still meeting deadline

Troubleshoot technical issues with clients using learned product knowledge and support processes

Collaborate with Senior or Principle Support Engineers on complex cases when appropriate

Replicate and log reported bugs in bug tracking system

Escalate cases to Escalation or R&D Engineers when required

Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries

Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer

Attend virtual and classroom based training classes

Complete certifications for company products

Complete training for complementary 3rd party products

Use appropriate discretion in handling critical client calls and escalating calls to management

Perform each duty above with our customers' satisfaction as your number one priority

Assist in training new Technical Support team members

Contribute new content to the Support Knowledge base

Work shift rotation to cover evenings, public holidays and weekends

Qualification

Product support experienceCRM systemsTechnical troubleshootingCustomer service principlesComputer/IT CertificationCommunication skillsTeam-oriented attitudeProblem-solving skillsTime management

Required

Computer/IT Certification a plus (or equivalent years of work experience)

At least 2 years of product support experience, preferably in a support analyst or technical support position preferred

Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances

Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues

Excellent knowledge of customer service principles and practices with previous customer service experience

Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures

Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment

A positive, professional, solution-oriented, enthusiastic and team-oriented attitude

Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines

Ability to follow department processes and procedures

Experience utilizing CRM systems

Preferred

Intermediate understanding of customer CRMs such as Salesforce

Intermediate desktop OS knowledge (PC and Server) including understanding environment variables and writing and troubleshooting batch files

Intermediate network communication, network security, network administration and wireless networking knowledge

Intermediate virtualization knowledge with the ability to configure and troubleshoot virtual environments

Proficiency supporting multiple versions of Windows

Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari

Benefits

Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.

401(k) match after 60 days, 100% vested after 1 year.

Employer contribution to your HSA, plus an HRA to help offset your deductible.

Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.

Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.

8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.

8 hours of Rest, Relax, Recharge time to care for your mental health.

Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops

Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.

’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.

Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.

$50 monthly home data stipend, plus a home office sign-on bonus of $250.

Fertility care support options to help in your journey towards parenthood.

Access to financial experts to help you make informed decisions and achieve your financial goals.

Direct Student Loan Payment Program, some qualifications and eligibility rules apply.