What are the responsibilities and job description for the Support Specialist Level 1 position at Authority Brands?
Customer Support Representative Level 1
Successware, Inc., an affiliate of Authority Brands LLC is an industry leading, total business management software company for the contractor industry. We are looking for a hardworking, detail-oriented Customer Support Representative Level 1. The ideal individual is a well-rounded top performer who can be a key contributor in a hyper-growth environment. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers, employees, and franchise owners.
Responsibilities:
- Supporting customers after they go-live with Successware.
- Performs basic problem solving and assistance for customers using our software.
- Provide first level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route, and redirect problems to correct resources.
- Walk customers through problem solving process.
- Follow up with customers, provide feedback and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Provide on-call support for customers as assigned.
- Ability to complete non-help desk/support projects as needed.
- All other duties as assigned.
Qualifications:
- Bachelor’s Degree in Computer Science or equivalent work experience
- 1 - 3 years of experience in customer service for software systems
- Strong knowledge of troubleshooting and finding issues.
- Familiarity with IT technologies such as cloud databases.
- Must be customer focused and a team player
- Must have strong interpersonal skills to work in a dynamic and fast-paced environment
- Must be able to work independently, responsibly, and sincerely to address customer needs as quickly as possible.
- Strong oral and written communications skills required.
- Maintain knowledge of our software to ensure the best support to our customers.
We believe our greatest assets are our employees, we offer competitive salaries and a full benefits package to include, PTO, paid holidays, 401(k) and more.
Authority Brands conducts drug screens and background checks on applicants who accept employment offers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however we do not sponsor Visa’s at this time.
Authority Brands is an Equal Opportunity Employer
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