Software Support Administrative Assistant

The Software Support Administrative Assistant supports Customer Care by monitoring email and phone for incoming customer request.  This position will create requests in McLeod’s Raptor software

Responsibilities 

• Enter requests received by customers via email and phone into the Raptor software.
• Ensure the reporting contact is a key user and, if not, follow processes of notification.
• Gather and document necessary information to troubleshoot.
• Designate proper priority, assign requests to appropriate support groups and escalate cases when required.
• Document time accurately and timely in the Raptor software.
• Attend training sessions to develop knowledge on pertinent areas of software.
• Provide administrative support to Customer Care and Account Managers as needed.
• Collaborate with all areas of the company as necessary.
• Other duties as assigned by management.

Competencies

• Proven ability to communicate technical information effectively, both verbally and in writing, to internal and external customers, maintaining a customer-focused, friendly attitude.
• Ability to be organized and multitask in a fast-paced environment.
• Experience creating, maintaining, and organizing detailed documentation preferred.
• Experience in a customer centric support environment preferred.
• Knowledge of the software and/or transportation industry preferred.
• Ability to communicate clearly and effectively to obtain necessary information for research.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

High School diploma required; one to two years related experience in a customer service environment preferred.