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. 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: M - F, 10 am - 7 pm EST, with a rotating Saturday shift from 9 am - 5 pm EST

What you will do:

Incident Handling

• Register incidents received through chat, e-mail, and phone in the CRM system
• 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 team)
• Handle interruptions well and move between tasks with ease while still meeting deadline

Incident Escalation

• Collaborate with Senior or Principle Support Engineers on complex cases when appropriate
• Replicate and log …