IT Customer Support Specialist jobs in United States
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CobbleStone Software · 18 hours ago

IT Customer Support Specialist

positionLindenwold, NJ
timeFull-time
remoteHybrid
seniorityEntry Level
money$40K/yr - $40K/yr
date1+ years exp

CobbleStone Software is a leading contract lifecycle management software company. They are seeking an IT Customer Support Specialist responsible for providing customer support and technical assistance, diagnosing software issues, and ensuring customer satisfaction.

Enterprise SoftwareInformation TechnologySoftware
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Growth Opportunities

Responsibilities

Identify and learn applications and software used and supported by CobbleStone
Provide customer support and technical assistance (Tier 2) for client issues and requests
Respond to requests via phone, email and ticketing system
Follow-up with customers to ensure issues have been resolved
Monitor and respond quickly and effectively to requests for support
Transfer knowledge and documentation to the help desk to facilitate robust service support
Support implementation staff with client implementations and configurations
Provide support (Tier 2) for internal queries, issues and requests
Monitor and respond quickly and effectively to requests for support
Support testing and release efforts of software programs/applications
Assist with management of processes for support actions and escalations
Assist support team on all support related efforts in ticketing system, emails and phone calls
Assist with management of team standards, goals and objectives
Assist with monitoring daily workflow of support team and ensure procedures are followed
Maintain and assist customers with a high level of customer satisfaction
Maintain strong written and verbal communication skills
Manage time and priorities when working on multiple projects with multiple deadlines
Mentor newer staff members
Provide general customer reach out, administrative support to customers
Assisting with management, implementation, sales and IT with client reach outs
Scheduling meetings and appointments
Managing scheduling
Answering phones & perform professional account check-in with customers
General client support: schedule trainings, optimization, support/help, send communications to current & prospective clients
Assist with general office duties such as: data entry, typing letters, mailers, responding to e-mails
Assist with system/application documentation efforts
Must be proficient in MS Word, Excel, PowerPoint, scheduling software and have good computer skills
Must type approx. 40 words per minute or similar & have good communication skills
Must be customer focused, organized and timely
Must pass [and maintain] criminal, drug, and background test
Assist with other office duties
Support managers with general direction of company and promote the mission and goals of company
Handle sensitive information and maintain high level of confidentiality
Follow corporate policies as set forth by company
Other duties set forth by management
Familiarity of a professional office environment (1 year experience or equivalent education)
Proven experience with support, customer relations or similar office environment Administrative assistant
Knowledge of office responsibilities, general accounting, business systems, and office procedures
Knowledge of general computer skills as it relates to an office environment
Experience with Microsoft Office (Word, Excel, PowerPoint, Outlook, Access)
Professional writing and documentation knowledge or experience
Use of Online/Web-Based Applications and Systems
Strong presentation and demonstration skills
Strong interpersonal, communication and writing skills
Be self-motivated individual
Understand and adhere to company, team and department’s policies and procedures
Understand and work toward meeting the company’s mission and corporate goals, such as but not limited to: assisting or performing duties related to customer acquisition, customer satisfaction, customer retention, risk mitigation, an/or cost savings
Understand your job duties and metrics; perform annual training as requested by the company
Professionally manage duties, be on-time, detail tasks management, client feedback and suggestions
In-depth understanding of CobbleStone products and features as required by your specific role
Respond to internal and external related inquiries or requests and aid other staff members as required
Schedule calls, meetings, tasks, planning events, implementation, training, maintain the team’s agenda
Work with CobbleStone team members, where necessary, to recommend solutions that support the company mission and goals
Take direction from management, directors, superiors, and others and provide advice in a professional manner
Track and report on metrics
Professional communication and team interaction
When asked: assist and/or lead the mentoring of other staff
Understand your roles, job duties and metrics
Perform general office duties inclusive of answering phones, emails, meetings, and other related job duties
Retain strict confidentiality obligations of company policies and those if its clients; inclusive of not participating in, responding to surveys/questions, or posting company/client/vendor/employee or non-public information on social media sites or other public sources
Maintain compliance with PTO and time-off policies, security policies, and comply with applicable laws, regulations, and client contract obligations; strive to schedule all time-off in advance and coordinate with manager and Human Resources
Be reliable, professional, and maintain a high level of customer satisfaction
Assist with meeting Companies goal of client revenue growth, client retention, profitability goals
May require overnight travel for multiple days
May require travel, both in the US and International (can be overnight for multiple days)
May require long period of time at a computer
May require long walks, stairs, standing, both onsite and on travel
May require lifting or traveling with items up to 50 lbs
Adhere to company policies and procedures
Assist with other duties assigned as required to achieve company’s mission

Qualification

Customer supportTechnical assistanceMicrosoft OfficeTicketing systemProfessional writingInterpersonal skillsTime managementOrganizational skillsSelf-motivatedConfidentiality

Required

Provide customer support and technical assistance (Tier 2) for client issues and requests
Respond to requests via phone, email and ticketing system
Follow-up with customers to ensure issues have been resolved
Monitor and respond quickly and effectively to requests for support
Transfer knowledge and documentation to the help desk to facilitate robust service support
Support implementation staff with client implementations and configurations
Provide support (Tier 2) for internal queries, issues and requests
Support testing and release efforts of software programs/applications
Assist with management of processes for support actions and escalations
Assist support team on all support related efforts in ticketing system, emails and phone calls
Assist with management of team standards, goals and objectives
Assist with monitoring daily workflow of support team and ensure procedures are followed
Maintain and assist customers with a high level of customer satisfaction
Maintain strong written and verbal communication skills
Manage time and priorities when working on multiple projects with multiple deadlines
Mentor newer staff members
Provide general customer reach out, administrative support to customers
Assisting with management, implementation, sales and IT with client reach outs
Scheduling meetings and appointments
Managing scheduling
Answering phones & perform professional account check-in with customers
General client support: schedule trainings, optimization, support/help, send communications to current & prospective clients
Assist with general office duties such as: data entry, typing letters, mailers, responding to e-mails
Assist with system/application documentation efforts
Must be proficient in MS Word, Excel, PowerPoint, scheduling software and have good computer skills
Must type approx. 40 words per minute or similar & have good communication skills
Must be customer focused, organized and timely
Must pass [and maintain] criminal, drug, and background test
Assist with other office duties
Support managers with general direction of company and promote the mission and goals of company
Handle sensitive information and maintain high level of confidentiality
Follow corporate policies as set forth by company
Familiarity of a professional office environment (1 year experience or equivalent education)
Proven experience with support, customer relations or similar office environment Administrative assistant
Knowledge of office responsibilities, general accounting, business systems, and office procedures
Knowledge of general computer skills as it relates to an office environment
Experience with Microsoft Office (Word, Excel, PowerPoint, Outlook, Access)
Professional writing and documentation knowledge or experience
Use of Online/Web-Based Applications and Systems
Strong presentation and demonstration skills
Strong interpersonal, communication and writing skills
Be self-motivated individual
Understand and adhere to company, team and department's policies and procedures
Understand and work toward meeting the company's mission and corporate goals, such as but not limited to: assisting or performing duties related to customer acquisition, customer satisfaction, customer retention, risk mitigation, an/or cost savings
Understand your job duties and metrics; perform annual training as requested by the company
Professionally manage duties, be on-time, detail tasks management, client feedback and suggestions
In-depth understanding of CobbleStone products and features as required by your specific role
Respond to internal and external related inquiries or requests and aid other staff members as required
Schedule calls, meetings, tasks, planning events, implementation, training, maintain the team's agenda
Work with CobbleStone team members, where necessary, to recommend solutions that support the company mission and goals
Take direction from management, directors, superiors, and others and provide advice in a professional manner
Track and report on metrics
Professional communication and team interaction
When asked: assist and/or lead the mentoring of other staff
Understand your roles, job duties and metrics
Perform general office duties inclusive of answering phones, emails, meetings, and other related job duties
Retain strict confidentiality obligations of company policies and those if its clients; inclusive of not participating in, responding to surveys/questions, or posting company/client/vendor/employee or non-public information on social media sites or other public sources
Maintain compliance with PTO and time-off policies, security policies, and comply with applicable laws, regulations, and client contract obligations; strive to schedule all time-off in advance and coordinate with manager and Human Resources
Be reliable, professional, and maintain a high level of customer satisfaction
Assist with meeting Companies goal of client revenue growth, client retention, profitability goals
May require overnight travel for multiple days
May require travel, both in the US and International (can be overnight for multiple days)
May require long period of time at a computer
May require long walks, stairs, standing, both onsite and on travel
May require lifting or traveling with items up to 50 lbs
Adhere to company policies and procedures
Assist with other duties assigned as required to achieve company's mission

Benefits

401(k)
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance

Company

CobbleStone Software

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CobbleStone Software is a leading provider of Enterprise Contract Management Software and eProcurement solutions for thousands of users.
dateFounded in 1995
location
Princeton, New Jersey, USA
people-size51-200 employees
web-link
https://www.cobblestonesoftware.com/

Funding

Current Stage
Growth Stage

Leadership Team

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Mark Nastasi
Chief Executive Officer
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Recent News

PR Newswire
CobbleStone Software & Theorem to Host Marketplace Demo Spotlighting the Future of Contract AI
2026-01-23
PR Newswire
CobbleStone Software's Mark Nastasi Named CEO of the Year 2025 by Success Knocks Magazine
2026-01-22
PR Newswire
CobbleStone® Announces Strategic Services Partnership with Legal Outsourcing 2.0, Inc., d/b/a LegalO2
2026-01-16
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