Software Support Specialist

Job Summary:

The Software Support Specialist with PensionPro is responsible for understanding how PensionPro Software functions and leveraging that knowledge to service clients by responding to both technical and non-technical problems and inquiries encountered while using PensionPro. This individual will work closely with the Client Services team to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with our company, so it is important to provide great support with the ability to quickly earn our customer’s trust. In addition to delivering exceptional customer service, it's also expected that you will complete other related tasks as needed to support the goals and objectives of the Client Services department, including but not limited to those outlined in the section below.

This is a hybrid position in the Harrisburg, PA office.

Responsibilities:

• Promptly resolve client inquiries submitted through the Help Center (Zendesk) by responding with relevant article content and/or a resolution to their inquiry.
• Communicate cross-departmentally with the Product and Development teams when a bug is reported by a client and continue following up internally to be able to report the status back to clients.
• Identify and report customer feedback, issues, and bugs.
• In conjunction with the Customer Service team, perform Business Acceptance Testing (BAT) upon completion of work from the Product Development team.
• Learn and understand the functionality of releases as they occur to convey changes and be a resource for clients.
• Help identify gaps in Help Center articles or training materials based on client questions and participate in material updates.
• Assist in maintaining accurate client records in PensionPro including contact name, contact information, business address, etc.
• Participate in proactive customer service outreach initiatives as directed.
• Help customers get the most out of our software by providing answers to their questions and best practice suggestions.
• Utilize product knowledge and Help Center resources to assist with planning content for live and recorded client training initiatives.
• Participate in the electronic delivery of Benefit Insights newsletters to participating clients.

Skills & Experience:

• Experience supporting end-users of software products preferred, but not required.
• Must possess strong problem-solving skills and enjoy being challenged.
• Must be tech-savvy with the desire to learn technical software and systems in an independent and efficient manner.
• Excellent verbal and written communication skills.
• Ability to handle multiple tasks at once with the capability of prioritizing.
• Self-starter who takes initiative and demonstrates a positive team player mentality.
• Must have a passion for delivering exceptional customer service skills to help maintain PensionPro’s reputation as a company that provides value in the after-sales lifecycle of our product.