Job Description:
We are seeking an enthusiastic and dedicated Software Customer Support Representative to join our team. In this crucial role, you will be the primary point of contact for our customers, acting as a liaison to provide technical information, answer questions, and resolve software-related issues with accuracy and efficiency. You will be responsible for building and maintaining strong relationships with our customers, ensuring they receive the highest level of technical support and satisfaction.
We pride ourselves on our reputation for excellent customer support and are looking for someone who shares this commitment and takes pride in delivering exceptional support service. Patience, empathy, and professional communication are essential in this role to uphold our service standards and maintain high customer satisfaction.
Requirements:
3-5 years of related experience preferred, with a focus on software support.
Experience with respite services is a plus.
Professional, courteous, and strong customer service and employee relation skills.
Effective verbal and written communication skills; ability to interact in person and over the phone with excellent people skills.
Strong computer skills and knowledge of Microsoft Word, Excel, Outlook, PowerPoint, and the ability to learn new software programs.
Detail-oriented with high attention to accuracy, able to handle multiple priorities simultaneously; multi-tasking and problem-solving skills are essential.
Strong organizational and time management skills.
Proven ability to meet deadlines and monthly/annual goals while prioritizing multiple tasks.
Team player with a positive attitude.
Ability to work independently in a fast-paced environment.
Customer-oriented with the ability to adapt/respond to different types of personalities.
Job Duties:
Build sustainable relationships and trust with customers through open and proactive communication.
Manage incoming calls and respond to support emails with receipt notifications.
Identify and assess customers’ technical needs to achieve satisfaction.
Troubleshoot technical issues and educate customers on how to resolve them.
Learn our software quickly and thoroughly.
Review potential software changes including recommendations, specs, and testing.
Attend meetings with the development team to discuss open matters.
Work on creating and updating user manuals.
Follow communication procedures, guidelines, and policies.
Other projects as assigned.
Job Type: Full-time
Pay: Up to $29.50 per hour
Expected hours: No more than 40 per week
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
Day shift
Monday to Friday
No weekends
Work Location: In person
