Software Support Specialist - United States

Software Support Specialist

Storable is seeking a Software Support Specialist to join our collaborative and committed Support team that breathes self-storage. As a Software Support Specialist, you will be entrusted with crafting and delivering a warm, enthusiastic, and customized support experience for our wonderful customers around our family of products. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through creativity and empathy yet critical thinking skills, you will analyze, investigate, and resolve complex issues with clients. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle. 

Shift Days: 

• Primary Days: Monday - Friday 

Shift Hours: 10 am - 7 pm ET 

Location: Remote 

What you will do: 

Incident Handling 

• 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 
• 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 …