Software Support Specialist
United States
Software Support Specialist (Sitelink Product)
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:
- 10:00 am - 7:00 pm ET
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
- 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
- Troubleshoot technical issues with clients using learned product knowledge and support processes
- 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 …
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Fully remote United States
Benefits/PerksCareer development Equity and fairness Fully remote Inclusive environment Pay Transparency Remote work Training opportunities Variable Incentive
Tasks- Communicate with clients
- Communication
- Documentation
- Resolve technical issues
- Training
- Train new team members
- Update knowledge base
Bug Tracking Collaboration Communication Critical thinking CRM CRM System CRM systems Customer service Documentation Incident Handling Interpersonal Knowledge Base Marketing Programs MS SQL Problem-solving Salesforce Software support SQL Technical Support Technical Troubleshooting Troubleshooting
Experience2 years
EducationBachelor's degree Business Computer Science Equivalent Marketing Related Field
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9