We are looking for a Software Support Technician to assist our customers with technical problems and training calls supporting our proprietary software. We have two versions of our product (one is SaaS and one Client/Server). The Software Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Duties & Responsibilities

The Company expects your duties to be performed in accordance with all company standards, policies, and procedures. Your main responsibilities include:

• Provide remote technical support and light training to end-clients, business partners, and colleagues
• Provide support via phone, email, and remote connection
• Technical fault finding and root cause analysis, both software and hardware
• Report any bugs or issues with the development team
• Document new findings in the Knowledge Base
• Keep customer reports and records in CRM and Technical Support software tools
• Assist with technical product training
• Work efficiently utilizing a ticketing system that must be kept current with full disposition details.
• Assist in the installation of on-premise software and the creation of cloud-based instances.
• Perform more complex maintenance activities to ensure optimal system performance.
• Communicate courteously and effectively with end-users in the problem resolution process.

Minimum Qualifications

• Proficient with Windows Operating Systems, Microsoft Office Suite applications, and software installations
• 3 years’ experience performing first level computer or software troubleshooting.
• Effective communication skills.
• Excellent problem resolution skills.

Preferred Qualifications

• Ideal Candidate has some IT and some training background.
• Ability to learn a robust software program and the Door/Frame and Hardware Industry.
• Microsoft Certifications and/or Windows certification(s)
• SQL Experience
• AWS
• Remote troubleshooting and remote support tools (LogMeIn, TeamViewer, Zoom, MS Teams, etc.)
• Experience troubleshooting VPN and connectivity issues

Industry

• Experience in Project Management, Building Materials, or Doors/Frames and Hardware is a bonus

Employment Type:

• Full Time

Benefit Conditions:

• Only full-time employees eligible

Job Duties:

• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Communication method(s) used:

• Email
• Phone
• Chat

This Job Is:

• Open to applicants who do not have a college diploma

Work Remotely

• Currently, we are working remote but will be going back to the office in the future.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer support: 2 years (Required)
• Windows: 2 years (Required)

Work Location: One location

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