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As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.
Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.
We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.
ROLE PURPOSE
The Software Support Specialist is a subject matter expert on the functionality, operations, and data analysis, provided in our various software products. Successful candidate in this multifaceted role will use the product, data, and industry expertise to assist customers and other Glory service and support teams. This position requires a strong analytical approach to problem solving, an understanding of software, networking, and database principles. The successful candidate must possess strong communication skills to directly interact with customers, Sales, and other support teams alike in support of software operation improvements.
KEY DUTIES & RESPONSIBILITIES:
Software Support Specialist is a member of the 2nd tier software specialist team, which provides expertise to customers, frontline service teams, Product Support Specialist teams, Sales, and Training
Investigate reported issues through analysis of application logs, database logs, and server logs
Recreate issues for verification and analysis enabling quick resolution for the customer or for further escalation as needed
Perform software testing to confirm resolutions and verification of new product releases
Develop and conduct programs to document installation, configuration, and support of software products and to train other Software Support Specialists
Maintain a high level of knowledge on the products, data, and markets supported
Take ownership of escalated issues and manage customer expectations to maintain favorable client relationships
Analyze various reports to look for opportunities to improve the customer experience and drive customer satisfaction improvements
Engage with customer during pilots and software product launches, ensuring customer needs are being met
Collaborate to develop solutions, establish standards, and drive best practices to deliver improvements in service delivery and product quality
Other responsibilities and projects as assigned
REQUIRED EDUCATION AND QUALIFICATIONS
Degree Qualified or equivalent; Computer Science, Business or relevant field
REQUIRED SKILLS AND COMPETENCIES
Proven ability to troubleshoot complex systems and utilize available resources to resolve issues in a timely manner
Extensive IT skills for the installation and testing of complex software solutions in Windows, Linux, Citrix, and Web environments
Broad SQL skills
Relationship building and presentations skills with customers and cross-functional teams
Excellent problem-solving, analytical, and organizational skills are required to manage outstanding issues until resolution
Highly self-motivated and directed, proactive, with keen attention to detail
Excellent written, oral, and interpersonal skills
Ability to travel up to 25%
Ability to work as part of a distributed virtual team across multiple time zones
DESIRABLE SKILLS AND COMPETENCIES
Familiarity with High Availability concepts such as load balancing, failover, and application servers
Experience with database infrastructure basics (SQL and Oracle)
Network security (SSL cryptography) and Active Directory identity management knowledge
Knowledge of bank branch processes
Knowledge of retail cash management processes
Pay Range: $69,000 - $90,000. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.
GLORY SPIRITS
The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:
Value Creation - strive to create value for customers
Self-Starter - understand the objectives of your own work and are proactive in achieving goals
Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal
Integrity - understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics
Own Growth - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.
Glory is proud to share that our benefit package ranks in the top 25% across the country!
Benefits:
An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer
It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.
Third Party Agencies
Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.
Other
Wholesale
$70k-85k (estimate)
10/20/2023
07/02/2024
us.glory-global.com
Watertown, WI
100 - 200
Wholesale
The job skills required for Software Support Specialist - Watertown, WI include Software Testing, Computer Science, Analysis, SQL, Problem Solving, Collaboration, etc. Having related job skills and expertise will give you an advantage when applying to be a Software Support Specialist - Watertown, WI. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Software Support Specialist - Watertown, WI. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Software Support Specialist - Watertown, WI positions, which can be used as a reference in future career path planning. As a Software Support Specialist - Watertown, WI, it can be promoted into senior positions as a Software Quality Assurance Supervisor that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Software Support Specialist - Watertown, WI. You can explore the career advancement for a Software Support Specialist - Watertown, WI below and select your interested title to get hiring information.
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Quotes from people on Software Support Specialist job description and responsibilities
Troubleshooting and resolving IT issues in a timely manner.
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Communicating with coworkers to diagnose problems.
04/08/2022: Gainesville, FL
Installing and configuring hardware and software.
04/07/2022: Salt Lake City, UT
Talking coworkers through the process of fixing technical issues.
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Prioritizing your workload to ensure the most critical issues are resolved first.
02/19/2022: San Francisco, CA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Software Support Specialist jobs
Understanding the basics of software programming and functions.
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Experience using help desk software and remote support tools.
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A technical support engineer should be able to work calmly when under pressure.
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Time management - system support specialists use time management skills to prioritize support tasks and complete job duties efficiently.
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A computer support specialist would also be using their listening and communication skills to be clear that both the user and support specialist understand any problem, solution or user requirements.
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