Software Support Specialist

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 customers around our family of products. 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: 

Monday - Friday, 11 am - 8 pm EST

Saturday 9am - 6pm EST 

Days off: Sunday and Weekday TBD

What you will do: 

Incident Handling 

• Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received by 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 
• Utilize existing Knowledge Base articles 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 deadlines 

Customer Care 

• Complete certifications for company products 
• Complete training for complementary 3rd party products 
• 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. 

What you will need: 

• Bachelor’s degree in Business Applications, Computer Science, or a related field is desired but not required 
• Computer/IT Certification, preferred but not required 
• At least 2 years of on-the-phone product support experience, preferably in a customer support or technical support position, preferred 
• Excellent interpersonal communication skills, both verbal and written, and the 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 …