ERP Software Support Specialist

Company Overview

What to Expect?

We are seeking a skilled and customer-oriented Software Support Specialist to join our team. As a Software Support Specialist, you will be responsible for providing technical assistance and support to users of our software applications. Your expertise in troubleshooting software-related issues, delivering exceptional customer service, and ensuring user satisfaction will be vital in maintaining high-quality support for our customers.

On a daily basis our Software Support Specialist:

• Provides technical support: Responds to customer inquiries and issues regarding software applications promptly and professionally, ensuring a high level of customer satisfaction.

• Troubleshoots software problems: Analyzes reported software issues, identifies root causes, and implements appropriate solutions or workarounds to resolve problems effectively.

• Documents support activities: Maintains accurate records of customer interactions, support tickets, and resolutions provided using a ticketing system or support tracking tool.

• Collaborates with cross-functional teams: Works closely with software developers, quality assurance testers, and product managers to report and track software issues, suggest improvements, and contribute to product development and enhancements.

• Conducts software testing: Participates in testing activities to identify software bugs or defects, verifies fixes, and ensures the quality and reliability of the software applications.

• Trains users: Assists customers in understanding the functionality, features, and best practices for using the software applications. Creates user guides, FAQs, and knowledge base articles to facilitate self-service support for users.

• Continuous learning: Stays updated with the latest software releases, industry trends, and emerging technologies to enhance support capabilities and provide efficient resolutions.

• Escalates complex issues: Collaborates with senior support analysts or development teams to escalate and resolve complex or critical software issues that require advanced technical expertise.

• Customer relationship management: Builds positive relationships with customers, demonstrates empathy, and provides exceptional customer service throughout the support process.

• Proactively contributes to improvement: Identifies opportunities for process improvements, proposes ideas to enhance support efficiency and customer experience, and actively participates in team meetings and discussions.

What You Will Need:

Bilingual, Military, Military Spouses and Veteran applicants are strongly encouraged to apply! Currently, POOLCORP has over one hundred and twenty military personnel serving on our team. We understand the uniqueness of hiring military personnel and veterans and will support him/her in the time of duty or with the transition into new civilian professions.

All offers to external candidates for employment are contingent upon the successful completion of pre-employment drug testing and background verifications before employment is finalized.

POOLCORP, including all its subsidiaries, is a drug-free company and Equal Opportunity Employer - By Choice. The Company understands, respects, and values diversity - unique styles, experiences, identities, ideas, and opinions - while striving to be inclusive of all people. This commitment is critical to our success as a global company as we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Hiring and promotional decisions are based solely on the qualifications required for the job to be filled.