Software Support Technician

Description

Job Title: Software Support Technician 

Department:  Software Support 

Reports To: Tech Services/ Software Support Manager  

Main Function: 

Focus on “Tier 1” end-user support of software products for the pool and spa market and development testing. This includes resolving software related customer service issues directly with customers via phone, email or other communication methods and processing internal orders for software and hardware replacement. Must communicate well with internal and external customers.

Duties and Responsibilities:

Customer Relations

1. Presents a favorable and professional image in all communications with customers:

· Answers phone in a courteous, friendly, and professional manner.
(“LaMotte Software Support, this is John. How may I help you?”)

· Composes and responds to correspondence professionally.

· Responds to customers in a timely manner and always within 24 hours.

· Works professionally and reliably with internal and external departments to drive customer satisfaction.

· Record all customer interactions in provided CRM/Ticketing/Case Management systems.

Software and Hardware Support

2. Provides direct end user support, via phone, email or other communication methods, by possessing knowledge of the following software and hardware:

· Operating systems including legacy and current versions of Windows OS.

· DataMate 9.X and 10.X installation, operation, network configuration, communication  with supported devices. 

· DataMate 9.X and DataMate 10.X private label version and templates.

· Support for the WaterLink Spin family of devices and connectivity to externals.

· Support and troubleshooting for customer facing software products developed by LaMotte Company.

3. Provides end user training to customers via phone, email, or other communication methods.

4. Supports various private label versions and offshoots of the above supported devices.

Software Testing and Product Release

5.Participates in software and hardware testing for the products referenced above.

·  Testing installation, upgrade, and configuration across all supported operating systems using provided “lab” computers. Procedures, errors, and other information collected during testing should be clearly captured (with screenshots) and provided to the Project Manager within a timely fashion.

Departmental Support

6. Provides departmental support during the off-season as well as when time allows in the in-season on such items as listed below:

· Tech training videos.

· Learn new products and communicate key features to clients and staff.

· Tech service departmental improvement projects.

· Tech emails and phone calls as needed.

· Assistance in Production or Marketing as needed.

7.  Suggests or advises direct supervisor and/or direct manager on:

· Improvements in processing customer inquiries or issues.

· System impediments or procedure failures.

· Non-routine or unusual customer problems.

· Failure to meet customer commitment.

8. Notifies direct supervisor or direct manager of any quality, software/hardware, safety, personnel problems, etc. and cooperates in resolving such issues as well. 

9. Provides direct supervisor or direct manager with feedback to determine where additional training would benefit and obtains additional training as necessary.

10.  Participates in lean activities, including but not limited to:

· Lean training and lean events such as kaizen or a 5-day event.

· 5-S program in department or other areas assigned.

· DMAICs. Continuously looks for ways to improve both the departments and own individual efficiencies and time management, as well as ways to improve any aspect of the Company’s operations.

11.  Complies with company policies (personnel, safety, SOPs, etc.)

12. Performs other duties as assigned. 

Requirements

Qualifications/Job Requirements: 

Requires A+ or equivalent certification(s) and experience. B.S. degree, current I.T. certifications and/or extensive software support exp. Preferred. Must have excellent computer troubleshooting and communication skills. Requires the drive to research issues that arise and be an avid learner, as this position occasionally requires sleuthing skills to find unique resolutions to customers’ issues. . Experience with various remote connection tools, such as TeamViewer, Zoom also a plus. Knowledge of pool/spa water chemistry a major plus.

LaMotte Company, a 100+-year-old global industry leader in developing and manufacturing premier water testing