Sign in

Support Specialist - Software - FL #3561

Company:
Absolute Opportunities
Location:
Naples, Florida, United States
Posted:
March 26, 2017
Description:

Position Title Support Specialist - Software - FL #3561

Relocation No

Location Naples Florida or Plantation Florida

Company provides financial reporting solutions for corporate finances. They are seeking a highly motivated, technology-savvy, and results-oriented individual to join their team as a member of their application support team and our front-line of support of their products to their clients.

Will consist of managing a technical support queue, interacting with clients to replicate the issues that they encounter with their software, and testing new releases to ensure that they address the needs of their clients.

Key Characteristics

A craving for a high energy professional environment.

Team player with strong interpersonal and communication skills. You will be dealing with both clients and the development team.

Communicate effectively (both orally and written) and with high energy.

Detail oriented, proactive, and highly organized.

Strong skills in problem analysis, troubleshooting, and requirement analysis.

Good knowledge in Basic Hardware & Software skills.

Ability to handle customer calls.

Willing to go the extra mile with a strong work ethic, self-directed and resourceful.

Strong problem solving skills, with an eye for detail

Experience

4+ years of professional experience in an application technical support role.

Solid experience working on an application technical support team.

Daily interactions with clients via email, chat, and phone.

Experience testing and regression testing software.

Follows a scientific method of documenting software issues so that developers can reproduce issues based on the documentation from the support specialist.

Proficiency with a technical support system, such as Jira Service Desk, FreshDesk, or similar software.

Experience with SaaS / Cloud-based software systems a differentiator.

Strong organizational skills. The ability to create and maintain clear documentation is a must.

Job Responsibilities

Monitor the technical support queue.

Triage new software inquiries as they arrive via email, chat, and phone.

Replicate inquiries from clients and classify inquiries as defects, training related, or simply assist the client in closing the inquiry.

Develop clear documentation on training related issues.

Develop clear documentation on defects, including detailed steps to reproduce the issue.

Debug and document software/server related issues reported by clients.

Test new application releases to ensure functional correctness after deployment.

Regression test issues that are resolved in each software release.

Actively monitor the health of applications.

Constant improvement and fine tuning of the support process (automated testing, etc.).

Provide support for both clients and the development team.

Manage effectively and efficiently multiple tasks and priorities.

Proficiently leverage the Microsoft Office Suite (Outlook, Word, Excel, Visio, PowerPoint).

Bottom line requirements we need notes on with candidate submittal:

1. 4+ years of professional experience in an application technical support role.

2. Solid experience working on an application technical support team.

3. Daily interactions with clients via email, chat, and phone.

4. Experience testing and regression testing software.

5. Proficiency with a technical support system, such as Jira Service Desk, FreshDesk, or similar software.