Software Support Specialist

Software Support Specialist (Call Potential Product)

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. 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:

This shift is M - F, 9:30 am - 6:30 pm EST, with a rotating Saturday shift from 9:00 am - 5:00 pm EST

What you will do:

Incident Handling

• Register incidents received through 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
• 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 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

• Work shift rotation to possibly cover evenings, public holidays and weekends
• Attend virtual and classroom based training classes
• Complete certifications for company products
• Complete training for complementary 3rd party products
• Use appropriate discretion in handling critical client interactions and escalating to management when necessary
• 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 or equivalent work experience.
• Previous Chat Support experience with the ability to handle multiple chats at a time is preferred.
• 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 includes 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, specifically Salesforce

Bonus Points: 

• Intermediate understanding of major RDBMS with emphasis MySQL