Software Support Specialist

Software Support Specialist

Position Summary: Enterprise Software Support / Customer Support 

We are seeking a dedicated Enterprise Software Support/Customer Support professional. This role involves working as the customer’s advocate while providing customer support, via phone, email, and chat with Customers. The Support Specialist II directly impacts DIS customer’s ability to successfully utilize applications at all phases of the customer’s lifecycle. The Support Specialist II minimizes DIS risk when recommending or resolving data damage or system bugs.

     

Key Responsibilities: 

• Apply analytical/communication/problem-solving skills to identify/resolve/document customer reported issues 

• Research solutions to new problems/issues with company products and services

• Notify development of suspected bugs, research software for root cause, submit for code changes and confirm resolution thru pre-release testing 

• Champion and prioritize customer-reported issues internally

• Track and provide timely resolution status to customer and manager, escalating as needed   

• Commitment to learning new product functionality 

• Attend offered training at the time or through recorded webinars 

• Use call tracking software to record issue, testing, resolution and administrative tasks. Call tracking includes accuracy of time spent, clear noting of issue and resolution. All time in tickets should include a notation in the ticket

• Use JIRA to record development requests 

• Specialize in at least 6 areas and at least 3 major areas of the software bundle 

• Create useful Knowledge Base articles, measured by usage, customer feedback and helpfulness rating 

Qualifications & Competencies

• Dealership experience preferred  

• Typically requires an AA degree in technical field or equivalent experience and 2 or more years technical support experience in related field. 

• Strong written/verbal communication skills 

• Proficiency/Aptitude in software and operating system troubleshooting techniques/methodologies 

• Accounting experience is an asset

• Strong technical aptitude; analytical and critical thinking skills 

• Customer-focused mindset with a commitment to issue resolution and follow-up

• Basic understanding of SQL & relational databases

Work Hours

• Support Coverage: Monday-Friday, 5am to 5pm PST

FLSA Designation (US Only):

Non-Exempt

Salary Range (US Only):

The estimated base salary range for this role in the United States is $28.85 - $43.27 per hour. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

Other Compensation (US Only):

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Benefits (US Only):

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

Time off (US Only):

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at Perseus_HR@constellationhbs.com.

NOTE: If an applicant is selected t