Software Support Specialist

Job Description

Description:

Job Title: Software Support Specialist

Reports to: Phone Support Supervisor

Department: Service

Location: 808 Timberlake Road, Fairmont, MN 56031

Position Summary: Primarily assists customers over the phone to remotely diagnose software related problems and guide customers through the resolution of problems. Installs, modifies, and makes minor repairs to customer equipment, and provides technical assistance and training to system users by performing the following duties. Provides internal support for field technicians deployed to customer facilities.

Exhibit and promote the following values:

Curious Attitude: An employee who is curious is motivated to take time to question and explore new things to find answers that will ensure the best outcomes for the organization.

Focus on Quality: An employee who values quality has integrity and produces results that meet high standards set by the organization.

Passion for Service: An employee who is service-oriented displays a positive behavior and responds to customers using good business practices to meet their needs and expectations.

Dedicated Spirit: A dedicated employee is one who takes ownership of their role and the whole organization to ensure that goals are achieved.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Provides phone support for Kahler customers primarily related to Kahler-produced software.

Installs or assists service personnel in installing software, hardware, and peripheral components such as monitors, keyboards, printers, and disk drives on the user's premises.

Responds to customer inquiries related to Kahler software.

Refers major software problems to the Group Leader or Phone Support Manager for remediation.

Loads specified software packages, such as Kahler-written software, operating systems, and drivers, onto customer computers.

Enters commands and observes system functions to verify correct system operation.

Responds to client inquiries concerning systems operation and diagnoses system software, hardware, and general operator problems over the phone.

Instructs users in the use of equipment, software, and manuals.

Recommends or performs minor remedial actions to correct problems.

Provide customers or internal company groups with help desk, network services, or other information systems.

Provide status updates and completion information to the Phone Support Manager via HubSpot data entry, voicemail, e-mail, or in-person communication.

Effective communication and decision-making assist customers in diagnosing and resolving issues associated with Kahler equipment.

Accommodate in-house software testing for Software Engineering and provide a written report of problems or bugs encountered internally or in the field.

Completes ERP documentation before the end of each day as needed. Reports will reflect the time worked and all supplies and materials used.

This Job description is not comprehensive, and all employees must be flexible, and willing to perform other duties as assigned by their supervisor.

Requirements:

Competencies: To perform the job successfully, an individual must demonstrate the following:

DEPENDABILITY AND RELIABILITY: Performs all duties and assignments whether or not supervision is present.

COMMUNICATION SKILLS: Expresses ideas, information, and instruction in a positive and effective manner.

TEAMWORK and COOPERATION: Works cooperatively with coworkers and supervisor. Acts as an effective team member with other employees through cooperation.

JUDGMENT: Makes reasonable and appropriate decisions.

ADAPTABILITY: Readily and effectively adjusts to changing ideas and activities.

ROLE MODELING: Acts as a good role model for other employees.

CREATIVITY: Shows imagination and innovation in solving problems.

ATTENDANCE: Reliably reports for work as scheduled, works OT when requested.

SAFETY: Follows all safety rules and works in a safe manner.

PRODUCTIVITY: Produces an acceptable amount of work, of sufficient quality in an appropriate amount of time.

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: Associate degree (A. A.) or equivalent from a two-year college or technical school in computer programming, networking, electronics, CompTIA A+ or equivalent; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Computer Skills: To perform this job successfully, an individual should know Microsoft Word, word processing software, and Microsoft Excel spreadsheet software. Understanding of operating systems, networking, and peripherals. Connect to other networks remotely. Helpful to understand PLC programming.

Reasoning Ability: Must use a logical decision-making process to understand and diagnose customer issues over the phone. It may require innovative problem-solving. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret various technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Language Ability: Must communicate effectively with clients who may be under considerable stress. Must listen effectively to understand customers’ issues and effectively communicate solutions that customers can understand and implement. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Certificates and Licenses: Valid Driver's License

Travel: Training or job site visits may be required with overnight stays. We estimate the travel to be around 10% of the time but may be greater due to projects. Travel may be by automobile or airplane.

Work Environment and Physical Demands: The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

The employee must regularly lift and /or move up to 25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus, while performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell. Must be able to accurately discriminate among colors.

Full-time