What are the responsibilities and job description for the Software Support Specialist position at Etech Global Services?
Key Responsibilities:
We are looking for positive, self-motivated professionals with customer support experience and an affinity for technology products and innovation. In this role, you will be working directly with our active clients assisting with any product feature functionality questions they have for the products your team supports.
Additionally, you will coordinate the delivery of a variety of services offered by our Support team. These services include but are not limited to: responding to inquiries via email tickets and phone, data migrations, live phone training, and reconfiguration. Through your experience in assisting our clients, you will gain a valuable understanding of the needs of our customers. Job duties also include helping troubleshoot any issues in the system that a client may have encountered and working with various internal teams to resolve these issues and/or provide solutions.
Attributes of a Successful Candidate:
- ● 1-3 years experience in a technical support function
- ● SaaS environment and experience is highly preferred
- ● Confident working in the Pacific Time Zone is highly preferred
- ● Familiarity with helpdesk ticketing system (ZenDesk experience is a plus)
- ● Bachelor's degree or commensurate combination of education and experience
- ● Ability to analyze and troubleshoot in order to resolve problems quickly and
- cost-effectively
- ● Ability to communicate clearly with team members and clients
- ● Excellent interpersonal, verbal, and written communication skills, with emphasis on
- phone, email, and online communications
- ● Collaborate with development, product management, and customer onboarding
- functions in order to care for customers efficiently and effectively
- ● High level of energy, drive, enthusiasm, initiative, commitment, and professionalism
- ● Self-starter with solid organizational and planning skills
- ● Proficiency in Excel fundamentals is a plus
- ● Accounting & Audit knowledge is a plus
- ● Open-minded and willing to learn