Job Posting for Software Support Specialist at Storable
Software Support Specialist Tier 2
Storable is seeking a Software Support Specialist to join our collaborative and committed Support team that breathes self-storage. As a Software Support Specialist, you will be entrusted with crafting and delivering a warm, enthusiastic, and customized support experience for our wonderful customers around our family of products. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through creativity and empathy yet critical thinking skills, you will analyze, investigate, and resolve complex issues with clients. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle.
Register incidents received by web, chat, e-mail, and phone in the CRM system
Classify incidents based on severity and priority
Utilize existing Knowledge Base, manuals, or other reference materials to resolve incidents or be able to identify when to escalate to a more advanced team
Investigate and resolve incidents according to knowledge-based articles
Contribute and update our Knowledge Base and Communities
Follow standard processes and procedures
Accept and retain ownership of requests, provide regular updates to support and /or customers on the status of each request, and manage aging of assigned requests
Ensure service level standards are achieved (as defined by the Technical Support management team)
Handle interruptions well and move between tasks with ease while still meeting deadline
Incident Escalation
Collaborate with Senior or Principle Support Engineers on complex cases when appropriate
Replicate and log reported bugs in bug tracking system
Escalate cases to Escalation or R&D Engineers when required
Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries
Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer
Customer Care
Attend virtual based training classes
Complete certifications for company products
Complete training for complementary 3rd party products where needed
Use appropriate discretion in handling critical client calls and escalating calls to management
Perform each duty above with our customers' satisfaction as your number one priority
Assist in training new Technical Support team members
Contribute new content to the Support Knowledge base
What you will need:
Bachelor’s degree in Business Applications, Computer Science, or a related field is desired
Computer/IT Certification a plus (or equivalent years of work experience)
At least 2 years of product support experience, preferably in a support analyst or technical support position preferred
Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
Excellent phone skills, which include actively listening and developing effective questioning techniques to resolve issues
Excellent knowledge of customer service principles and practices with previous customer service experience
Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures
Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
A positive, professional, solution-oriented, enthusiastic, and team-oriented attitude
Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
Ability to follow department processes and procedures
Experience utilizing CRM systems
Bonus Points:
Intermediate desktop OS knowledge (PC and Server), including understanding environment variables and writing and troubleshooting batch files
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