Software Support Specialist

As an industry leader, AestheticsPro has been providing medical professionals with industry specific, cloud-based aesthetic software for over 16 years! We call ourselves the Best Team Ever, with our values being driven through team-oriented environments and transparent communication. We build open and honest relationships taking the time to uplift our team through trust and accountability and we support an environment where innovative thinking is given a voice, a direction, and in such we have created an inclusive culture where the TEAM and the organization are synonymous.

This is an opportunity to be a part of something amazing! We are looking for the next member of our growing team, a passionate individual with skills focused on providing first-level support to our customers and top-notch customer service. We work hard to retain all the amazing team members. Longevity and tenure with AestheticsPro are a constant goal.

The Support Specialist will be responsible for working directly with AestheticsPro customers over the phone and within the software application support ticketing system. This person will troubleshoot application errors, and problem solve application/hardware configuration questions. This person will also schedule, manage and provide online software application training for new customers in accordance with AestheticsPro Software training protocols. This person must have the interpersonal and technical skills required to effectively communicate with customers, understand and identify software application issues, take appropriate actions to resolve issues and increase overall customer satisfaction in a proactive and timely manner. The Support Specialist position is a hybrid position focused heavily on remote first. Travel to in person meetings or to the corporate HQ Office will be required at a minimum of 1x per week.

What will your key responsibilities be?

• Providing first level support for technical issues in a professional manner to our customers through email, phone calls and the AestheticsPro support ticketing application system
• Assist in developing standardized support and training protocols to include developing and updating training manuals
• Providing hardware configuration support
• Documenting all support incidents and training sessions
• Scheduling, managing, and conducting all online software training sessions
• Escalate complex issues to the proper support tiers
• Perform other job-related duties as assigned
• Located in the Olympia/Lacey or North Lewis County area is preferred.

EDUCATION/EXPERIENCE:

• One (1) to Five (5) years of experience in software, application, and/or customer support
• Associate degree or equivalent experience in customer management. Bachelor's degree in field related to position. Experience may be substituted on a year-for-year basis
• Two years practical experience providing expert level customer service, solving customer-based issues/complaints
• Strong working knowledge of computers, internet browsers, and various operating systems

COMMUNICATION/REASONING:

• Strong relational skills; empathy, emotional intelligence, verbal skills, and flexibility
• Excellent problem resolution skills
• Excellent written and oral communication skills

OTHER SKILLS:

• Strong working knowledge of computers, internet, and various operating systems
• Strong working knowledge of Microsoft Outlook, Word, and Excel
• Ability to abide by a strict and professional code of conduct

Compensation:

• Full-time salary position
• Medical, Dental, Vision to keep you healthy and happy!
• AD&D, Short/Long-Term Disability
• Paid Time Off, Paid Holidays including a Personal Leave Day, we support work/life balance!
• 401K with Employer 4% Match
• Employee Assistance Program
• Identity Theft Protection through IDX
• Professional Development Reimbursement Program
• Work from Home Opportunity and Employer Provided Computer & Mobile Phone.
• Monthly reimbursement for home internet service
• Promotional opportunities and unlimited potential for upward mobility!

AestheticsPro is an Equal Opportunity Employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work, so they can be their best selves.

Are you ready to join the Best Team Ever?

Job Type: Full-time

Pay: $55,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• Monday to Friday

Application Question(s):

• Do you reside within 30 miles of the Olympia/Lacey, WA area?

Experience:

• Customer Service: 2 years (Preferred)

Location:

• Olympia, WA (Required)

Work Location: Remote