Software Support Specialist

📋 Description

• Talk with clients by phone to understand questions and log incidents in CRM
• Handle a daily email case queue and resolve issues with customers
• Classify incidents by severity and priority
• Use Knowledge Base and manuals to resolve incidents
• Investigate issues with no known solution and escalate when needed
• Collaborate with teammates and update the Knowledge Base

🎯 Requirements

• Bachelor's degree in CS/Business Apps or related field (designed)
• IT/computer science certification a plus (or equivalent)
• At least 2 years of product support experience
• Excellent verbal and written communication
• Excellent phone skills and active listening
• Experience utilizing CRM systems

🎁 Benefits

• Generous health coverage, disability, and life insurance
• 401(k) match after 60 days, 100% vesting after 1 year
• HSA contributions and an HRA to offset deductibles
• Flexible vacation policy: take what you need
• Volunteer time off and community events
• Fully paid parental leave and caregiver leave