Job Posting for Software Support Specialist at Wallace Software Solutions
Wallace Software Solutions is always looking for reliable, educated, individuals that can work well as a team or on their own. We have job opportunities for individuals with great computer skills,positive attitude, communication strengths, software development experience, or experience in the Marine, RV, Truck & Trailer, Powersports, Lawn & Garden or Outdoor Power Equipment industries are always welcome to apply. Some of the Competencies, Education, and Experience valuable to the job are:
Ability to multi-task in a fast-paced environment
Computer/Technical skills including basic understanding of network resolution
Customer support/Client focus
Ability to work well independently and as part of a team
Self Starter
Written and verbal communication skills
Organizational skills
Previous knowledge and understanding in any of the following industries is a plus
Marine
RV, Truck & Trailer
Power Sports
Outdoor power equipment
Business intelligence
Strategic thinking
If a position interests you please submit your resume to sales@wallace1.com immediately.
Software Support Specialist
Summary/Objective
The Software Support Specialist provides solutions for customers who are facing support requests. As a Software Support Specialist, you will have the opportunity to assist individuals with their day-to-day software needs. You’ll work on industry leading software and eventually have input on the design and development of new features and functions embracing the latest technology.
Responsibilities & Duties
Provides interactive customer support, including a proactive approach to improving levels of service where possible.
Gathers and manages requests that come in by phone, email or through the support ticketing system.
Corresponding with customers over the phone and through letters, fax and email.
Researches, troubleshoots and resolves simple to complex issues as reported by end users.
Demonstrates initiative and proven follow through skills.
Proven decision making ability and escalation skills.
Processing requests for software enhancements and system modifications.
Working on a variety of independent/group projects and communicating with development staff.
Manages personal workload and competing priorities to accomplish tasks within agreed upon timeframes.
Analyzes and identifies trends in problems being reported and assist in devising remediation measures.
Manages, standardizes and improves the company’s support solutions by examining existing tickets, determining origin and characteristics, documenting and presenting suggestions for improvement and implementing approved suggestions.
Responsible for vendor relationships, day-to-day escalations and issues resolution internally and with 3rd party vendors and development teams.
Responsible for prioritizing both fix/enhancement requests with Technical Managers and Business Users to ensure delivery and acceptance of prioritized requests in a timely manner.
Responsible for creating/maintaining ongoing documentation for existing or new break/fix, enhancements and business processes, as needed.
Ensures that all processes and documentation are adequate and effective to meet client and business needs.
Salary.com Estimation for Software Support Specialist in Riverside, RI
$76,550 to $97,544
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