What are the responsibilities and job description for the Software Support position at i3 Verticals?
JOB TITLE: Customer Software Support
DEPARTMENT: Software Support
SUPERVISORY RESPONSIBILITIES: N/A
JOB LOCATION: Sulphur Springs, TX
TRAVEL: N/A
SUMMARY OF POSITION:
The Customer Software Support is responsible for handling an array of front-facing duties. Some of these tasks include interacting with customers over the phone, in person, and/or via email or other forms of written communication. In all interactions with the customer, the Customer Software Support must maintain a high level of professionalism and present the organization in the best light possible. Each interaction affects the company either positively or negatively, so a great Customer Software Support must add value to the organization.
The Customer Software Support should provide a skilled problem solver ability. They should be an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem, while maintaining a calm and professional interaction.
Currently this position is not a remote working environment.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Provide customer support and training for software applications, system hardware, and other troubleshooting both remotely and onsite, as needed
- Responsible for notifying users and customers regarding the status of any outstanding issues
- Monitor, update, and track issues within multiple ticketing systems
- Create, maintain, or follow technical documentation on information systems and software application issues
- Review and edit any new documentation for users, while assisting to keep existing documents up to date
- Knowledge and enforcement of business security compliance and standards
- Maintain technical knowledge by attending educational events and trainings.
- Adhere to all company policies and security standards
- Maintain a high level of professionalism with clients and work to establish a positive rapport with the customer
- Work directly with developers to resolve issues and create or improve functionality of the products
- Conduct extensive data conversion validation & program testing for quality assurance
- Provide in depth knowledge of products to potential customers during demonstration of product either remotely or onsite
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- High School diploma or equivalent
- Working knowledge of Microsoft Word and Excel
Salary : $35,500 - $44,900
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