JOB TITLE: Customer Software Support

DEPARTMENT: Software Support

SUPERVISORY RESPONSIBILITIES: N/A

JOB LOCATION: Sulphur Springs, TX

TRAVEL: N/A

SUMMARY OF POSITION:

The Customer Software Support is responsible for handling an array of front-facing duties. Some of these tasks include interacting with customers over the phone, in person, and/or via email or other forms of written communication. In all interactions with the customer, the Customer Software Support must maintain a high level of professionalism and present the organization in the best light possible. Each interaction affects the company either positively or negatively, so a great Customer Software Support must add value to the organization.

The Customer Software Support should provide a skilled problem solver ability. They should be an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem, while maintaining a calm and professional interaction.

Currently this position is not a remote working environment.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide customer support and training for software applications, system hardware, and other troubleshooting both remotely and onsite, as needed
• Responsible for notifying users and customers regarding the status of any outstanding issues
• Monitor, update, and track issues within multiple ticketing systems
• Create, maintain, or follow technical documentation on information systems and software application issues
• Review and edit any new documentation for users, while assisting to keep existing documents up to date
• Knowledge and enforcement of business security compliance and standards
• Maintain technical knowledge by attending educational events and trainings.
• Adhere to all company policies and security standards
• Maintain a high level of professionalism with clients and work to establish a positive rapport with the customer
• Work directly with developers to resolve issues and create or improve functionality of the products
• Conduct extensive data conversion validation & program testing for quality assurance
• Provide in depth knowledge of products to potential customers during demonstration of product either remotely or onsite

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• High School diploma or equivalent
• Working knowledge of Microsoft Word and Excel