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.

Shift Days:

• Primary Days: Saturday - Wednesday (Thursday/Friday off)

Shift Hours:

• 9 PM - 6 PM EST

Location:

• Fully Remote

What you will do:

Incident Handling:

• 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
• Intermediate network communication, network security, network administration, and wireless networking knowledge
• Intermediate virtualization knowledge with the ability to configure and troubleshoot virtual environments
• Intermediate knowledge of IIS and web services
• Intermediate experience supporting mobile apps
• Proficiency in supporting multiple versions of Windows
• Proficiency in supporting several major web browsers such as Internet Explorer, Chrome, Firefox, or Safari