Software Support Specialist

Software Support Specialist 

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 customers around our family of products. 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: 

• Monday - Friday, 11am -8pm EST
• Saturday 9am - 6pm EST 
• Days off: Sunday & Tuesday

What you'll do: 

Incident Handling 

• Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received phone in the CRM system
• Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed 
• Utilize existing Knowledge Base articles or other reference materials to resolve incidents
• Investigate and resolve incidents with no known solution 
• Collaborate with other team members to assist them with resolution of incidents
• 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 deadlines 

Customer Care

• Complete certifications for company products 
• Complete training for complementary 3rd party products 
• 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

What You’ll Need: 

• Bachelor’s degree in Business Applications, Computer Science, or a related field is desired but not required 
• At least 2 years of on the phone product support experience, preferably in a customer support 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, motivated, enthusiastic and team-oriented attitude
• Demonstrate 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 
• Familiarity with G Suites (i.e. Google Docs, Google Sheets, Gmail etc.) 
• Familiarity with HTML coding and domain DNS settings (Godaddy) 
• High-Speed Internet required

All applicants must be currently authorized to work in the United States on a full-time basis.   Location: Mountain and Central Time Zones (REMOTE)

• Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at w