Software Support Specialist

The company specializes in management software as a service (SaaS). For over 38 years, the company has been a leader in the education industry delivering cost efficient solutions. Saving the customer's time and increasing productivity through the implementation of our technologies.

This position responsibilities are related to assisting potential and existing customers with product inquiries/technical/customer support over the phone and via email while maintaining a friendly, mature, respectful, and professional work environment.

Your primary role will be to work alongside a small and motivated team assisting and training customers in the best use of the company's products through email, phone, chat, screen share, and webinars in an efficient manner and document all communications in a ticketing system.

This position leads to advancement. Starting wage depends on experience. Typically starting wage is $18-20 with the below increases as you progress. Shift times for full time are 7am-3:30om M-F, part time is 7am-1pm T-F.

Advancement opportunities available:

o Add Training Specialist title +most receive this increase within 6 months ($20.00).

o Add Senior Specialist title + $

o Add Supervisor title + $

o Add Manager title +

o Transition to Sales Department - Development Specialist +

We are offering part time or full time, non-exempt position.

Responsibilities & Skills:

Provide 5-star customer service.

Strong customer service skills are necessary.

Effective communication skills by phone, email, and webinar are a must.

Answer all incoming calls within three rings.

Document ALL customer communication in our help desk (ticket) solution.

Resolve the issue or escalate the ticket.

Quickly learn company's products and services

Balance phone lines and incoming calls

Train new and existing customers via webinar screen share (Training Specialist position)

Perform Brand Ambassador duties on an as needed basis.

Other duties may be assigned.

Technical skills (basic understanding of software systems as well as computers, routers, modems, and firewalls are helpful)

Punctual

Organized

Ability to follow through.

Ability to multi-task

Good understanding of Microsoft Office, Excel, Outlook, and Remote Desktop Connections

Benefits:

Growth and pay increase for individual who add title/responsibilities to their position i.e., Training, Technical, and Accounts Specialist, etc.

Advancement opportunities

Health Benefits paid by employer.

Sick Time

Vacation Time

Holiday Pay

Job Types: Full-time, Part-time

Benefits:

Dental insurance

Health insurance

Life insurance

Paid time off

Job Type: Full-time

Benefits:

Dental insurance

Health insurance

Life insurance

Paid time off

Application Question(s):

Located in Arizona

Education:

High school or equivalent (Required)

Experience:

Customer support: 2 years (Required)

Language:

English (Required)

Shift availability:

Day Shift (Preferred)

Work Location: In person