98 applicants

Company

Storable · 2 days ago

Software Support Specialist

United States

Full-time

Remote

Entry, Mid Level

$44K/yr - $58K/yr

2+ years exp

Maximize your interview chances

Facility ManagementInformation Technology

No H1B

Insider Connection @Storable

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Classify incidents based on severity and priority.

Utilize existing Knowledge Base, manuals, or other reference materials to resolve incidents or be able to identify when to escalate to a more advanced team.

Investigate and resolve incidents according to knowledge-based articles.

Contribute and update our Knowledge Base and Communities.

Follow standard processes and procedures.

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.

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 based training classes.

Complete certifications for company products.

Complete training for complementary 3rd party products where needed.

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

CRM systemsCustomer service principlesTechnical support experienceComputer/IT CertificationDesktop OS knowledgeNetwork communicationVirtualization knowledgeIISWeb servicesMobile app supportWindows supportWeb browser supportTraining new team members

Required

Bachelor’s degree in Business Applications, Computer Science, or a related field is desired.

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 include 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 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.

Intermediate knowledge of IIS and web services.

Intermediate experience supporting mobile apps.

Proficiency in supporting multiple versions of Windows.

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

Benefits

Generous health coverage for you and your family, including short- and long-term disability coverage, two-times base salary company-provided life insurance, emergency loans, legal coverage and more.

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

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

Engage remotely! Since 2020, we’ve transitioned to a fully remote environment but that doesn’t mean we’re not connected. We continue to run regular contests, trivia games, and virtual happy hours!

Instant-access and flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals.

Do More, 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.

Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated.

We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time.

Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time.

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 take care of aging dependents or family members, if needed.

Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250.

Comprehensive fertility care to support your journey towards parenthood. From fertility treatments to consultations, we've got you covered.

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

We offer financial experts to all our team members to help you make informed decisions and achieve your financial goals.

We offer break initiatives that promote relaxation, ensuring you can recharge and bring your best self to both work and personal endeavors.

Early Wage Access with DailyPay, this is an optional benefit that allows you to get your pay any time before payday and easily track how much you’re making.

Direct Student Loan Payment Program, Storable has partnered with Fidelity to make a contribution directly to your loan servicer, some qualifications and eligibility rules apply.